VP, Support

🔥 54 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $245k - $290k / year

⏰ Full Time

🔴 Lead

👔 Vice President

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Inspiren

WebsiteLinkedInAll Job Openings

1 - 10 employees

🏥 Healthcare

⚕️ Healthcare Insurance

☁️ SaaS

💰 $2.7M Venture Round on 2022-10

Healthcare • Healthcare Insurance • SaaS

Inspiren is a comprehensive solution for managing and optimizing operations in senior living communities. The platform enhances resident care by providing decision-grade data analysis for care planning, staffing optimization, and resident safety. Inspiren uses advanced technology, such as AUGi, to enable proactive care, improve workflow efficiency, and align care plans with resident needs. The technology's capabilities include real-time alerts for incidents and early risk flagging, tracking resident interactions, and monitoring staff effectiveness, thus ensuring high-quality resident care and operational efficiency.

📋 Description

• 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.

🎯 Requirements

• 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. • Nice to have: Background in a consumer, customer-centric environment where contact center success directly impacts company brand.

🏖️ Benefits

• 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 • 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)