Director, Product Support

As the Director, Product Support at Inspiren, you will lead a global support team, refine the product support model, and manage essential performance metrics like CSAT and resolution times. Your role involves partnering with various departments to create feedback loops, overseeing escalation management, and building a robust support tech stack. Your strategic vision and hands-on leadership will be crucial in delivering exemplary customer service.

To qualify for the Director, Product Support role at Inspiren, you should have over 8 years of experience in client operations or customer support, with at least 3 years in a leadership position. Familiarity with support platforms like Zendesk or Salesforce Service Cloud, along with an analytical mindset, will also help you drive performance improvements and make data-driven decisions.

The Director, Product Support at Inspiren enhances customer experience by leading a high-performing support team, developing empathetic service models, and utilizing feedback loops to improve product usability. By focusing on key performance metrics, you’ll ensure fast, reliable support which builds customer confidence and satisfaction.

In the Director, Product Support role at Inspiren, you will manage various tools as part of the support tech stack, including ticketing systems, chatbots, and CRM integrations. Collaborating with the Engineering team, you’ll ensure these tools work efficiently to provide seamless support across channels.

The team culture for the Director, Product Support at Inspiren promotes resilience, motivation, and a customer-first approach. You’ll have the chance to mentor and develop support leaders, fostering an atmosphere of continuous improvement and shared success in achieving outstanding customer care.

To effectively prioritize tasks, I analyze urgency and impact, employing performance metrics to determine which issues require immediate attention. I also empower my team to make decisions based on their expertise and insights, ensuring that we consistently meet customer needs.

Absolutely! In a previous role, I implemented a ticketing system that streamlined issue resolution and significantly reduced response times. By analyzing customer feedback, we adjusted our processes accordingly, which led to a measurable increase in CSAT scores.

I employ a combination of quantitative metrics, such as resolution time and customer satisfaction scores, alongside qualitative assessments, like peer reviews and self-evaluations. This holistic approach ensures that performance is evaluated fairly and comprehensively.

When faced with escalated issues, I focus on clear communication, empathy, and swift resolution. I involve the necessary departments promptly while keeping the customer updated throughout the process to ensure they feel valued and informed.

Data is crucial in shaping decisions; it provides insights into customer behavior and operational metrics. I leverage tools to analyze trends, which guides our strategies for process improvements and enhances support efficacy.

I ensure my team stays motivated by fostering an open and supportive environment where feedback is encouraged. Regular recognition of their achievements, along with opportunities for professional growth, is essential in maintaining high morale.

I prioritize clear communication and collaboration with cross-functional teams. Regular meetings and shared goals help maintain alignment and strengthen relationships, ensuring we work cohesively toward exceptional customer experience.

Empathy is at the heart of excellent customer support. Understanding the customer's needs and perspectives allows us to build trusting relationships, paving the way for effective solutions and overall satisfaction.

I regularly engage with industry networks, attend relevant webinars, and read articles from reputable sources. This commitment to ongoing learning enables me to implement best practices and innovative strategies in our support operations.

My approach to mentoring new team members involves providing a structured onboarding experience, paired with personalized guidance. I emphasize hands-on training, while encouraging them to ask questions, fostering both their confidence and capabilities.