Product Support Lead | AI-Driven, Salesforce Expert

Inspiren; United States; À distance; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Equity

Comprehensive medical, dental, vision

AI tools access

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Coaching

Mentoring

Data analysis

Outils

Salesforce Service Cloud

AI dashboards

Description du poste

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.