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VP, Support

3 weeks, 4 days ago
United States
Full-time
Executive
Customer Support
Customer and Technical Support
Apply Now
Inspiren

Inspiren

Inspiren is a nurse-led technology company revolutionizing patient care with AUGi, the world's first cognitive patient care assistant. AUGi provides insights on staffing, care plans, and resident health, enhancing safety and efficiency in healthcare.

Internet Software & Services
11-50
Founded 2016
$8M raised
View All Jobs 2

Description

  • Own the product support function end to end, including strategy, vision, and performance metrics.
  • Build the operational infrastructure that connects support across corporate systems and scales with the business.
  • Design and stand up contact center operations for new markets and care settings, including call routing, triage, and escalation workflows.
  • Establish monitoring and alerting processes to identify issues early and shift the team from reactive to proactive support.
  • Use system performance and failure data to detect patterns and drive preventive action.
  • Lead the implementation of AI and automation across customer service and contact center workflows.
  • Translate support signals into business insights and product improvements in partnership with leadership and cross-functional teams.
  • Lead, coach, and develop a high-performing support organization.
  • Serve as a strategic voice at the leadership table on customer experience at scale.

Requirements

  • 10+ years in Customer Service, Contact Center Operations, Product Support Operations, or a related function.
  • 5+ years in a senior leadership role.
  • Experience building and leading support in a company where hardware and software are closely integrated.
  • Experience standing up or running contact center or call center operations, including routing, triage, and escalation management.
  • A track record of implementing AI and automation into support workflows in production.
  • Proven ability to lead a function through transformation and rebuild it for the next stage of growth.
  • Strong strategic instincts and ability to use data to influence upstream change.
  • Experience in both start-up and large multinational environments (preferred).
  • Background in a consumer, customer-centric environment where contact center performance impacts brand (preferred).

Benefits

  • Base salary of $245,000-$290,000 plus equity and benefits.
  • Variable compensation opportunity.
  • Equity/ISO ownership in a fast-growing company.
  • Comprehensive medical, dental, and vision coverage.
  • Flexible PTO, 5 paid sick days per year, and company-observed holidays.
  • 401(k) retirement plan.
  • Up to 12 weeks of paid parental leave, plus additional leave for birthing parents.
  • Semi-annual reviews focused on growth and recognition.
  • Company investment in AI tools and training.

Interested in this position?

Apply directly on the company website

Apply Now

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