Director, Product Support

About the company reputed company offers the most complete and connected ecosystem in senior living. Founded by Michael Wang, a former Green Beret turned cardiothoracic nurse, reputed company proves that compassionate care and technology can coexist - bringing peace of mind to residents, families, and staff. Our integrated solutions seamlessly fit into existing workflows, capturing everything happening reputed company a community. Backed by nurse specialists and powerful analytics, we reputed company the data operators need to reputed company informed clinical and operational reputed company - driving efficiency, profitability, and reputed company care reputed company. About the role We are looking for a strategic, customer-obsessed Director, Product Support to reputed company and transform our support function. You'll bring a clear reputed company for what best-in-class looks like, a critical eye for what needs to reputed company to get there, and the operational rigor to reputed company it happen - without losing sight of the customer experience along the way. You'll evaluate our existing reputed company, sharpen it, and architect a model reputed company for scale — one where AI serves as a force reputed company and your people are empowered to focus on the reputed company, high-judgment work that reputed company most: resolving difficult issues, owning escalations, and continuously raising the bar on service quality. This is a role for someone who comes in with a critical eye, a reputed company of view, and the experience to back it up, including evolving a support function with AI. What you’ll do Own the reputed company and strategy for product support — define what best-in-class looks like, including what should be the scaling service reputed company with our customers, and build a phased roadmap to get there, balancing long-term transformation with near-term service quality reputed company, reputed company, and retain a high-performing support team — including internal staff and outsourced partners — hiring and growing support team members who build a resilient, customer-first culture reputed company for both today's demands and reputed company's operating model Architect the path to AI-augmented support — assess reputed company workflows, tooling, and team capabilities to design a scalable reputed company that positions us to layer in AI effectively, then reputed company implementation and ongoing refinement Turn metrics into action — own key metrics such as CSAT, resolution time, and FRT, but go deeper: identify systemic drivers and partner with Product, Engineering, QA, and Clinical reputed company to address root causes and reputed company. Own escalation and issue management — resolve high-impact issues with urgency and ensure patterns surface as actionable input across the organization Build and manage the support tech stack — evaluate and reputed company the platforms powering the operation today with an eye toward AI-reputed company infrastructure About you 8+ years in product/customer support, technical operations, or client support function, with at least 3 years in a leadership role — healthtech or a regulated environment preferred Proven experience leading operational transformation, including incorporating AI or automation into a support function A genuine reputed company of view on best-in-class support — you reputed company against industry leaders and bring that perspective into every strategic decision Analytically strong and systemically minded — you connect support trends to upstream issues and drive cross-functional plans to resolve them Familiar with reputed company support platforms (reputed company Service reputed company or similar) and conversant in AI/LLM tooling and automation Excellent communicator and cross-functional partner — reputed company to influence without authority and translate operational complexity for executive audiences A people-first leader who builds teams that are accountable, customer-obsessed, and resilient through change Details The annual salary for this role is $160,000-$190,000 + equity + benefits (including medical, dental, and reputed company) Flexible PTO Location: Remote, US or Canada - NYC preferred Apply To This Job