Director – Product Support
| Company | Inspiren |
|---|---|
| Location | Boston, MA, USA, Seattle, WA, USA, San Francisco, CA, USA, Austin, TX, USA, Los Angeles, CA, USA, Dallas, TX, USA, Philadelphia, PA, USA, Chicago, IL, USA, New York, NY, USA, Atlanta, GA, USA |
| Salary | $150000 – $190000 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Senior, Expert or higher |
Requirements
- 8+ years of experience in client operations or customer support, with at least 3 years in a leadership role
- Proven track record in leading teams in a fast-paced healthtech environment
- Experience designing and implementing client operations
- Strong analytical mindset with experience using data to drive decisions and performance improvement
- Familiarity with support platforms like Zendesk, Salesforce Service Cloud or similar
- Excellent communicator with the ability to influence across departments and present to executive stakeholders
- Passionate about customer experience, team culture, and continuous improvement
Responsibilities
- Lead and scale a high-performing global support team, including internal staff, outsourced partners, and AI-driven tools
- Refine our product support model, including continuous improvement, vendor evaluation, negotiation, and implementation of key tools and software, as needed
- Own key performance metrics such as CSAT, resolution time, and FRT
- Build and manage support tech stack (ticketing system, chatbot, CRM integration, etc) in partnership with Engineering and Product
- Partner cross-functionally with Product, Engineering, QA, and Clinical Success to create feedback loops and improve product usability and reliability
- Escalation management to ensure timely resolution of high-impact customer issues
- Hire, mentor, develop support leaders to build a resilient, motivated, and customer-first culture
Preferred Qualifications
-
No preferred qualifications provided.