VP, Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the support function from start to finish. Develop the strategy and vision for product support throughout Inspiren's hardware and software ecosystem. Establish key metrics, create a scalable infrastructure that integrates with our corporate systems, and foster cross-functional relationships that translate support insights into upstream enhancements.

• Prepare for new business opportunities. Design and create the operational framework for Inspiren's entry into new markets and care environments. This includes establishing a world-class contact center operation from the ground up: implementing call routing logic, triage workflows, and escalation procedures for settings with centralized on-site support and routing. You will design the systems that enable reliable and scalable operations.

• Anticipate issues before they arise. Utilize systems performance and failure data to recognize patterns, foresee potential problems, and initiate proactive measures. Develop the monitoring and alerting infrastructure that transitions the team from reactive responses to early detection.

• Integrate AI and automation meaningfully. Be the thought leader in harnessing AI for the next phase of contact center operations, including agentic-AI, to automate customer service, boost agent productivity, analyze interactions in real-time, and enhance the overall efficacy, accuracy, and efficiency of contact center workflows and systems.

• Serve as a strategic voice at the leadership table. This position involves more than just effective team management; it requires understanding the underlying reasons for the work, translating operational signals into business insights, and influencing how Inspiren approaches customer experience at scale. This is particularly important in balancing customer needs with desires and translating that feedback into product development and improvements.

• Lead and nurture a high-performing team. Foster capacity through coaching, clear accountability, and a culture of operational excellence. Elevate standards across the organization.

⛳️ Requirements

• Over 10 years of experience in Customer Service, Contact Center Operations, Product Support Operations, or a related field, with at least 5 years in a senior leadership position.

• Proven track record in building and managing support functions at a world-class company where hardware and software are integrated.

• Experience in establishing or managing contact center or call center operations, including call routing, triage, and escalation management.

• Demonstrated success in implementing AI and automation within support workflows: focusing on execution and operation rather than just vendor evaluation.

• Proven capability to lead a function through transformational change; you have successfully scaled a system that performed well at one level to fit a larger scope.

• Strong strategic acumen; you comprehend the underlying reasons, leverage data to drive upstream changes, and effectively engage leadership.

• Experience in both start-up environments and large multinational corporations: you understand what excellence looks like and are adept at navigating a rapidly scaling environment.

• Background in a consumer-focused, customer-centric environment where the success of the contact center directly influences the company's brand.

🏝️ Benefits

• Competitive Pay — Attractive base salary plus variable compensation, because meaningful work should also be rewarding.

• Equity & Upside — Gain ownership in what you're helping to build towards safer, more connected senior living.

• Growth & Recognition — Biannual reviews designed to acknowledge your contributions and support your growth ambitions.

• Tools That Move You Forward — We prioritize investing in top-tier AI tools and provide comprehensive training, enabling you to work more efficiently while building valuable skills for your career advancement.

• Health & Wellness — Extensive medical, dental, and vision coverage.

• Time Off — Flexible PTO, 5 paid sick days per year, and holidays recognized by the company.

• Financial — 401(k) retirement plan, along with equity (ISO) in a rapidly growing company.

• Parental Leave — Up to 12 weeks of paid parental leave for bonding, with additional leave for birthing parents.