[Hiring] VP, Support @Inspiren

Role Description

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.
• Design and build the operational backbone for Inspiren's expansion into new markets and care settings.
• Stand 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.
• 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.
• Be the thought leader on leveraging AI in the next evolution of contact center operations.
• Help shape how Inspiren thinks about the customer experience at scale.
• Build capacity through coaching, clear ownership, and a culture of operational excellence.

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 or call center operations, including call routing, triage, and escalation management.
• A track record of implementing AI and automation into support workflows.
• Proven ability to lead a function through transformation.
• Strong strategic instincts; you understand the why, you use data to drive upstream change.

Requirements

• Experience in a start-up environment and large-multi-national companies.
• Background in a consumer, customer-centric environment where contact center success directly impacts company brand.

Benefits

• Competitive Pay — Strong base salary + variable.
• 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 — Investment in the best AI tooling and company-wide training.
• Global Team, NYC Growing — Teammates around the world, plus a new NYC office.
• 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.