Product Support Specialist

Who We AreInspiren 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 RoleWe’re looking for a Product Support Specialist who takes ownership of customer issues and sees them through to resolution. You’ll be on the front line of our product support team, working in a fast-moving startup where you’ll wear multiple hats, learn quickly, and serve customers every day. A customer-centric mindset is at the heart of this role: you’ll communicate consistently, follow up proactively, and make sure every customer feels taken care of.What You’ll DoOwn customer cases from intake to resolution in Salesforce, driving each case to closureWork through event review requests and device issues, reading device logs to understand what happened and what the customer needsSubmit work orders for device replacements (RMAs) and on-site tech visits, and coordinate directly with field technicians by phoneKeep customers and colleagues informed with consistent, proactive updates by email and phone, including outbound calls to resolve issues before they escalatePartner directly with Implementation, Product, Clinical Success, and Engineering to investigate, escalate, and resolve internal and external issuesEscalate issues to Engineering with clear context and detailed next stepsIdentify gaps in our ticketing and support workflows and recommend improvementsSupport quality-focused data labeling workflows when neededAbout You4+ years of experience in customer support, product support, or another client-facing role in technology, SaaS, or hardwareExperience owning cases end to end via phone, email, or ticketing system Salesforce Service Cloud, Zendesk, or similar ticketing system experienceExcellent written and verbal English, with the ability to explain technical issues to non-technical usersStrong organization and attention to detail, with the ability to manage multiple systems, parties, tickets, and priorities at onceA positive, customer-first attitude and the ability to stay steady in a fast-paced environmentBonus: hardware or device support experience, or experience coordinating third-party field techniciansWhat You’ll GetAt 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 EmployeesHealth 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.