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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 company Inspiren offers the most complete and connected ecosystem in senior living. Founded by Michael Wang, a former Green Beret turned cardiothoracic nurse, Inspiren 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 within a community. Backed by nurse specialists and powerful analytics, we provide the data operators need to make informed clinical and operational decisions - driving efficiency, profitability, and better care outcomes. 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 e