Manager, Product Support (Fully Remote)

Inspiren; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Equity

Comprehensive medical, dental, vision

AI tools access

Job summary

Inspiren is seeking a hands-on leader to guide a Product Support Team in our NYC-focused office. You will coach specialists, monitor performance metrics, and ensure rapid resolution of client requests, bug reports, and hardware support tasks. The role emphasizes process discipline and the use of AI-powered tools to accelerate investigations.

You will own escalation paths, maintain SOPs, and partner with cross-functional teams to improve care analytics for senior living operations.

Qualifications

• Experience leading product support teams.
• Proficiency with Salesforce Service Cloud and triage processes.
• Ability to leverage AI tools to speed investigations.

Responsibilities

• Lead, coach, and mentor Product Support Specialists with daily guidance and feedback.
• Track performance metrics and turn data into coaching opportunities.
• Own support queues, triage requests, and resolve issues end-to-end.
• Serve as escalation point and oversee hardware support from troubleshooting to validation.
• Maintain SOPs and support documentation; drive AI-powered improvements.

Skills

Leadership

Coaching

Mentoring

Data analysis

Tools

Salesforce Service Cloud

AI dashboards

Job description

• Lead, coach, and mentor Product Support Specialists with daily guidance and regular feedback.
• Track individual and team performance metrics and turn them into coaching opportunities.

Operational Support:

• Own the Salesforce Service Cloud queue: triage, prioritize, and resolve client requests, bug reports, and implementation support.
• Serve as escalation point, handle calls, and oversee hardware support from troubleshooting to installation validation.

Process & Innovation:

• Keep SOPs and support documentation current while fixing broken processes.
• Use AI tools and dashboards to speed up investigations and shape AI-powered support.

What You’ll Get:

• Competitive compensation, equity, and semiannual reviews.
• Comprehensive medical, dental, vision, and flexible PTO.
• Access to AI tools, training, and paid parental leave.

Inspiren

Inspiren offers a complete connected technology ecosystem for senior living, giving operators visibility and analytics to improve care. You'll join a growing global team united by a shared mission, with a new NYC office focused on collaboration.