VP, Support

Inspiren; United States; On-site; USD 245,000 - 290,000; Full time

Benefits offered by this job

Competitive Pay

Equity & Upside

Growth & Recognition

Tools That Move You Forward

Global Team

Job summary

Inspiren seeks a senior leader to define and run product support across its hardware and software ecosystem in the senior living space. The role reports to the COO and will scale the existing support foundation into a world-class center of excellence, spanning proactive issue prevention, escalation management, and cross-functional partnerships.

You will drive AI-enabled support, build scalable operations for new markets, and shape customer experiences at scale.

Qualifications

• 10+ years in Customer Service, Contact Center Operations, Product Support Operations, or a related function, with 5+ years in a senior leadership role.
• Experience building and leading support at a world-class company where hardware and software are inseparable
• Experience standing up or running contact center operations, including call routing, triage, and escalation management
• A track record of implementing AI and automation into support workflows: not evaluating vendors, but shipping and operating
• Proven ability to lead a function through transformation; you have taken something that worked at one scale and rebuilt it for the next
• Strong strategic instincts; you understand the why, you use data to drive upstream change, and you know how to bring leadership along

Responsibilities

• Own the support function end to end: set strategy, define metrics, build scalable infrastructure, and drive cross-functional improvements.
• Build the operational backbone for expansion into new markets and care settings, standing up world-class contact center operations.
• Proactively identify patterns and trigger early detection through monitoring and alerting.
• Lead the adoption of AI in contact center workflows to automate and enhance performance.
• Serve as a strategic voice at the leadership table, translating signals into product development insights.
• Lead, coach, and develop a high-performing team with a culture of operational excellence.

Skills

Customer Service Leadership

Contact Center Operations

AI & Automation in Support

Strategic Thinking

Data-Driven Decision Making

Job description

About the company

Inspiren offers the most complete and connected ecosystem in senior living. Founded by Michael Wang, a former Green Beret turned cardiothoracic nurse, Inspiren proves that compassionate care and technology can coexist - bringing peace of mind to residents, families, and staff.

Our integrated solutions seamlessly fit into existing workflows, capturing everything happening within a community. Backed by nurse specialists and powerful analytics, we provide the data operators need to make informed clinical and operational decisions - driving efficiency, profitability, and better care outcomes.

About the Role

Inspiren is at an inflection point. We are scaling rapidly, expanding into new businesses and adjacent markets, and raising the bar on how we proactively serve and enrich customer experiences. This is a senior leader who will define what a world-class contact center looks like for a company that sells and operates systems (hardware & software) in the senior living space, at scale.

This leader will inherit a foundation of an existing product support capability which focuses on resolving customer issues and build significantly beyond this. That means getting ahead of issues before they surface, driving solutions to our products to mitigate customer concerns, scaling operations for new and complex environments, and bringing a strategic perspective to a function that touches all aspects of the company. This role reports directly to the COO and is a critical executive hire to the next phase of the company.

What You'll Do

• Own the support function end to end. Set the strategy and vision for product support across Inspiren's hardware and software ecosystem. Define the metrics that matter, build the infrastructure that links across our corporate systems and scales, and drive the cross-functional relationships that turn support insights into upstream improvements.
• Build for new business. Design and build the operational backbone for Inspiren's expansion into new markets and care settings. This includes standing up a world class contact center operations from scratch: call routing logic, triage workflows, and escalation protocols for environments with centralized on-site support and routing. You will architect the systems that make this work reliably and at scale.
• Get ahead of problems before they occur. Use systems performance and failure data to identify patterns, anticipate issues, and drive proactive action. Establish the monitoring and alerting infrastructure that shifts the team from reactive response to early detection.
• Implement AI and automation meaningfully. Be the thought leader on leveraging AI in the next evolution of contact center operations, including agentic-AI, to automate customer service, enhance agent productivity, analyze interactions in real-time, while increasing the overall efficacy, accuracy, and efficiency of all contact center workflows and systems.
• Be a strategic voice at the leadership table. This role is not just about running a team well. It requires understanding the why behind the work, translating operational signals into business insight, and helping shape how Inspiren thinks about the customer experience at scale. This is especially critical in how we balance customer needs to customer wants and how such voices are being translated back into product development and enhancement.
• Lead and develop a high-performing team. Build capacity through coaching, clear ownership, and a culture of operational excellence. Raise the bar across the organization.

About You

Must have:

• 10+ years in Customer Service, Contact Center Operations, Product Support Operations, or a related function, with 5+ years in a senior leadership role
• Experience building and leading support at a world-class company where hardware and software are inseparable
• Experience standing up or running contact center or call center operations, including call routing, triage, and escalation management
• A track record of implementing AI and automation into support workflows: not evaluating vendors, but shipping and operating
• Proven ability to lead a function through transformation; you have taken something that worked at one scale and rebuilt it for the next
• Strong strategic instincts; you understand the why, you use data to drive upstream change, and you know how to bring leadership along

Nice to have:

• Experience in a start-up environment and large-multi-national companies: understand what good looks like but comfortable driving work in a hyperscaling environment.
• Background in a consumer, customer-centric environment where contact center success directly impacts company brand.

What You’ll Get

Great work deserves great support. At Inspiren, you're not just building a product, you're helping reshape how millions of older adults live and age with dignity. Here's how we invest in the people making that possible:

• Competitive Pay — Strong base salary + variable, because doing meaningful work should also mean doing well
• Equity & Upside — Own a piece of what you're building toward safer, more connected senior living
• Growth & Recognition — Semi-annual reviews built to recognize your impact and invest in where you want to grow next
• Tools That Move You Forward — We invest in the best AI tooling available and in company-wide training to use it well, so you're not just working faster, you're building skills that grow your career
• Global Team, NYC Growing — Teammates around the world, plus a new NYC office as we build out more in-person connection

For U.S.-Based Employees

• Health & Wellness — Comprehensive medical, dental, and vision coverage
• Time Off — Flexible PTO, 5 paid sick days per year, and company-observed holidays
• Financial — 401(k) retirement plan, plus equity (ISO) in a fast-growing company
• Parental Leave — Up to 12 weeks of paid parental leave for bonding (+ additional leave for birthing parents)

Why Inspiren

At Inspiren, our work has a real human impact. We’re building technology that helps caregivers see more, respond sooner, and deliver better care—helping transform the experience of senior living. You’ll join an ambitious, collaborative team that moves with purpose, embraces new ideas, and holds a high bar for both what we build and how we work together.

Don’t meet every qualification?

Research shows that women and people of color may be less likely to apply unless they meet every qualification. If you’re excited about this role but don’t check every box, we encourage you to apply—we’d love to hear from you.

Equal Employment Opportunity

Inspiren is an equal opportunity employer. We make employment decisions based on business needs, role requirements, individual qualifications, and potential—without regard to race, color, religion, creed, sex, pregnancy or related medical conditions, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital or family status, veteran or military status, or any other status protected by applicable law.

Inspiren is committed to providing reasonable accommodations throughout the application and interview process. If you need an accommodation to participate, please let our Talent team know.

Compensation

At Inspiren, we’re committed to fair, competitive, and transparent compensation. The base salary range of $245,000- $290,000 + equity + benefits listed for this role reflects the range Inspiren reasonably expects to pay across the approved U.S. hiring locations. Actual compensation will be determined using market data for the candidate’s primary work location, along with relevant experience, skills, and internal equity.

We believe great work deserves great rewards. Our compensation and benefits are designed to recognize your contributions and reflect the standards of leading organizations in our field.