VP, Support

About the role

Who We Are Inspiren offers a complete and connected technology ecosystem for senior living. Founded by Michael Wang, a former Green Beret and cardiothoracic nurse, Inspiren was built on the belief that compassionate care and technology can and should coexist. Our integrated solutions fit into existing workflows and give senior-living operators greater visibility into what is happening across their communities. Supported by nurse specialists and powerful analytics, Inspiren helps teams make informed clinical and operational decisions that improve efficiency, outcomes, and quality of care. You’ll join a growing global team united by a shared mission, with a new NYC office designed to strengthen collaboration and in-person connection. 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 At Inspiren, you’ll help reshape how older adults live and age with greater safety, connection, and dignity. Here’s how we support the people making that possible: - Competitive Compensation — A strong base salary and variable compensation where applicable. - Ownership in Our Future — Equity that gives you a stake in the impact and value we’re building together. - Growth and Recognition — Semiannual reviews that recognize your contributions and support your continued development. - AI Tools and Training — Access to leading AI tools and company-wide training that help you work smarter and strengthen your skills.   For U.S.-Based Employees - Health and Wellness — Comprehensive medical, dental, and vision coverage, mental-health resources, and employee-assistance programs. - Financial Protection — A 401(k) retirement plan, HSA and FSA options, and company-paid life and disability insurance. - Time to Recharge — Flexible PTO, five paid sick days annually, company-observed holidays, and company-wide recharge periods designated each year. - Family Support — Up to 12 weeks of paid parental leave for bonding, additional leave for birthing parents, fertility and family-building benefits, and paid caregiver and bereavement leave. - Flexible Work Support — Hybrid and remote arrangements based on the role and location, along with home-office, internet, or phone reimbursement where applicable. 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.