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Inspiren is a senior living technology platform offering integrated hardware and software solutions for care communities. Founded by a former Green Beret and cardiothoracic nurse, the company combines compassionate care with advanced analytics to improve outcomes for residents, families, and staff.
You will lead Inspiren's customer support function at a critical inflection point as the company scales rapidly into new markets and care settings. Reporting directly to the COO, this is a strategic executive role that goes far beyond traditional support operations.
Key responsibilities include:
**End-to-End Support Strategy**: Define vision and metrics for product support across Inspiren's hardware and software ecosystem. Build infrastructure that links corporate systems, scales reliably, and drives cross-functional improvements based on support insights.
**New Business Operations**: Design and architect contact center operations from scratch for new markets and care settings. This includes call routing logic, triage workflows, escalation protocols, and systems that support both centralized and on-site support models.
**Proactive Problem Prevention**: Use systems performance and failure data to identify patterns and anticipate issues before they surface. Establish monitoring and alerting infrastructure that shifts the team from reactive to early-detection mode.
**AI and Automation Leadership**: Be the thought leader on leveraging AI in contact center operations, including agentic-AI, to automate customer service, enhance agent productivity, analyze interactions in real-time, and improve overall efficacy and efficiency.
**Strategic Leadership**: Translate operational signals into business insights. Help shape how Inspiren thinks about customer experience at scale, balancing customer needs with product development priorities.
**Team Development**: Build and lead a high-performing team through coaching, clear ownership, and a culture of operational excellence.
You bring 10+ years in customer service, contact center operations, or product support, with 5+ years in senior leadership. You have built support at world-class companies where hardware and software are inseparable, stood up contact center operations from scratch, and shipped (not just evaluated) AI and automation into support workflows. You've led functions through transformation, scaling operations from one level to the next. You think strategically, use data to drive change, and know how to bring leadership along.
