Manager, Product Support

Job description

**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** As Manager, Product Support, you’ll lead a team of Product Support Specialists, providing coaching, setting priorities, and ensuring our clients receive fast, thoughtful help. You’ll work hands-on with a product that blends hardware and software, so you’ll learn it inside and out. You’ll also have real room to shape how the team works, from turning daily firefighting into better processes to helping roll out new AI tools, and report to our VP, Product Support. **What you’ll do** **Team Leadership & Coaching** - Lead, coach, and mentor Product Support Specialists, with daily guidance and regular feedback - Track individual and team performance metrics and turn them into coaching - Build and manage schedules for coverage across time zones - Run regular QA reviews and drive quality improvements **Operational Support** - Own the queue in Salesforce Service Cloud: triage, prioritize, and resolve client requests, bug reports, and implementation support - Handle inbound and outbound client calls and serve as the escalation point for complex or high-priority issues - Oversee hardware support from start to finish: troubleshooting devices, ordering replacements, scheduling and guiding third-party installers, validating installs, and closing out tickets - Spot trends and raise them with Customer Success, Product, and leadership **Process & Innovation** - Keep SOPs and support documentation current, and fix processes that aren’t working - Use AI tools and dashboards to speed up investigations, and help shape our AI-powered support **About you** - 6+ years in technical or product support, ideally B2B SaaS or a startup, including 2+ years leading or managing people - Proven coaching and mentoring skills - Hands-on experience with Salesforce Service Cloud or a similar ticketing system - Strong spoken and written English, and comfort on the phone with non-technical clients - Comfortable with ambiguity, with a passion for process improvement and customer satisfaction - A plus: hardware or device support experience, and experience building with AI tools **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. ###