Director, Product Support (Healthtech)

TL;DR

Director, Product Support (Healthtech): Leading and transforming the product support function for a senior living ecosystem with an accent on AI-augmented support and operational scale. Focus on architecting AI-ready infrastructure, optimizing key service metrics, and managing high-impact escalations.

Location: Remote, US or Canada (NYC preferred)

Salary: $260,000–$300,000 + equity

Company

hirify.global offers an integrated healthtech ecosystem for senior living, combining compassionate care with powerful analytics to improve clinical and operational outcomes.

What you will do

• Define the vision and strategy for best-in-class product support and scaling service levels
• Lead, develop, and retain a high-performing internal and outsourced support team
• Architect the path to AI-augmented support by designing scalable workflows and tooling
• Drive improvements in CSAT, resolution time, and FRT by identifying systemic root causes
• Own escalation and issue management, translating patterns into actionable input for Product and Engineering
• Evaluate and evolve the support tech stack toward AI-ready infrastructure

Requirements

• 8+ years in product/customer support or technical operations
• 3+ years in a leadership role
• Proven experience leading operational transformation and incorporating AI or automation into support
• Familiarity with enterprise platforms like Salesforce Service Cloud and AI/LLM tooling
• Must be based in the US or Canada

Culture & Benefits

• Competitive annual salary and equity
• Comprehensive medical, dental, and vision insurance
• Flexible PTO
• Customer-obsessed, people-first leadership culture