Vice President, Support

About Inspiren

Inspiren delivers an integrated and comprehensive ecosystem tailored for senior living communities. Founded by Michael Wang, a former Green Beret and cardiothoracic nurse, Inspiren merges compassionate care with advanced technology to bring peace of mind to residents, their families, and staff. Their solutions seamlessly integrate into current workflows, capturing essential data backed by nurse specialists and analytics that empower better clinical and operational decisions to improve efficiency, profitability, and care outcomes.

Role Overview

As Inspiren experiences rapid growth and market expansion, this senior leadership role is pivotal in shaping world-class support for a company providing hardware and software systems within the senior living sector. Reporting directly to the COO, the VP, Support will expand beyond product issue resolution to proactively prevent problems, enhance product solutions, scale operations for complex environments, and provide strategic insight impacting the entire company.

Key Responsibilities

• Lead the entire support function, setting strategy and vision for product support across the hardware and software ecosystem.
• Define critical performance metrics and build scalable infrastructure linking corporate systems.
• Forge cross-functional collaborations to transform support insights into product and process improvements.
• Design and establish a comprehensive contact center operation from the ground up, including call routing, triage workflows, and escalation protocols suitable for diverse care environments.
• Develop systems that ensure reliability and scalability of contact center operations.
• Utilize system performance and failure data to detect patterns and proactively address potential issues before they arise.
• Implement monitoring and alert systems that shift the team toward early detection rather than reactive responses.
• Champion the integration of AI and automation in contact center workflows to improve customer service automation, agent productivity, real-time interaction analytics, and overall operational efficiency.
• Engage as a strategic leader, translating operational data into business insights, influencing customer experience strategies, and guiding product development priorities.
• Build and nurture a high-performing team culture through coaching, ownership clarity, and operational excellence.

Candidate Profile

Essential Qualifications:

• At least 10 years of experience in customer service, contact center operations, or product support, with 5+ years in senior leadership roles.
• Proven background leading support operations where hardware and software integration is critical.
• Experience creating or managing contact center operations including call routing, triage, and escalation management.
• Hands-on expertise in implementing AI and automation technologies within support workflows.
• Demonstrated ability to lead organizational transformation and scale teams and processes effectively.
• Strong strategic thinking and data-driven approach to driving upstream improvements and gaining leadership alignment.

Desirable Attributes:

• Experience working in both startup and large multinational environments.
• Background in consumer-focused settings where contact center effectiveness directly shapes brand reputation.

Employee Benefits

• Competitive salary package ranging between $245,000 and $290,000 annually, plus performance-based variable pay.
• Equity participation, offering ownership in the company’s mission to enhance senior living.
• Regular performance reviews supporting career growth and recognition.
• Access to advanced AI tools and ongoing training fostering skill development.
• A global, collaborative team with a growing office presence in New York City.
• Comprehensive U.S. health benefits including medical, dental, and vision coverage.
• Flexible paid time off alongside 5 sick days and company-observed holidays.
• 401(k) plan coupled with stock options (ISO) within an expanding organization.
• Paid parental leave up to 12 weeks for bonding, with additional leave for birthing parents.

Inclusivity and Equal Opportunity

Inspiren values diversity and is committed to equal employment opportunities regardless of race, sex, age, disability, or other protected characteristics. They encourage applicants who may not match every qualification but are passionate about the role. Reasonable accommodations are provided throughout the hiring process upon request.

Compensation Transparency

The reported salary band reflects anticipated pay within the approved U.S. locations based on market data, individual experience, skills, and equity considerations. Candidates will receive a full compensation overview during recruitment discussions.