Job Specifications
Company Overview
ExaCare AI is a leading health tech company on a mission to build the AI operating system for post-acute care. Our platform turns messy, unstructured hospital referral packets into clear clinical insights and next steps so teams can make faster, safer placement decisions with less administrative burden. Today, ExaCare AI powers more than 1,500 facilities, and is growing rapidly.
We recently raised a $30M Series A led by Insight Partners, and we’re bringing world-class talent together to transform healthcare. If you like building, learning, and want to make a real impact, come join us!
About the Role
We’re hiring our first dedicated Customer Support Specialist to own frontline customer support and help us scale by standing up a world-class customer experience and support function. This is a foundational hire: you’ll spend most of your time providing high-quality resolutions to inbound customer requests, triaging contextual requests to the appropriate account manager, and generating and acting on ideas to improve our customer experience and support processes and tools.
This role is ideal for someone who’s tech and AI-savvy and customer-obsessed. The north star is simple: make customers feel taken care of, and make support faster and more reliable as volume grows.
What You’ll Do
Own inbound support coverage: Respond to customer messages and tickets throughout the core work day with speed, clarity, and empathy
Triage and prioritize: Identify what’s urgent vs. routine, route/escalate appropriately, and keep customers informed with strong expectation-setting
Drive strong resolution outcomes: Your core KPIs will center on resolution quality and resolution speed (e.g., time to resolution & customer satisfaction)
Be the voice of the customer: Capture themes, surface product feedback, and flag recurring issues so we can eliminate root causes
Build scalable support assets: Create and maintain customer-facing FAQs/help docs and internal troubleshooting playbooks
Improve tooling + workflows: Help us operationalize support and implement better routing, macros, and automations
Scale the function: Play a key role in onboarding future support hires and shaping the long-term experience & support function
What You’ll Bring
Experience: 3+ years in a customer-facing support role, preferably in a B2B SaaS environment
Strong written communication: Clear, concise, friendly, and highly accurate (strong spelling/grammar skills and attention to detail)
Customer maturity + emotional intelligence: You can de-escalate tense situations, read between the lines, and make customers feel heard
Technical comfort: You can troubleshoot, ask great clarifying questions, and learn a product deeply
Support tooling familiarity: Experience with Intercom, Zendesk, Pylon, or a similar helpdesk platform; comfort working from queues, tags, SLAs, and workflows
Ownership mindset: You take pride in being “exceptional at the job,” and you build structure from ambiguity when needed
A systems-oriented mindset: You enjoy improving processes, not just following them and working collaboratively across functions in order to do so
Previous experience building support AI automations/workflows (via Intercom, Zendesk, Pylon, etc.) is a bonus
Previous experience supporting healthcare, AI, or B2B products is a bonus
Previous experience helping to scale customer focused initiatives is a bonus
Benefits + Perks
Competitive salary and equity in a high-growth startup
Hybrid (or remote) work, with core team based in Toronto, NYC, and Vancouver
Flexible PTO, take what you need
Medical, dental, and vision coverage
Great startup culture, including company off-sites
High-achieving team, including ex-Amazon engineers and alumni of Bain, BCG, Goldman Sachs, and more
An insight into our Core Values
Impact
We are committed to being a force for good and leaving a lasting, meaningful impact on society. From the products we create and the services we provide, to the way we interact with our employees and customers.
Accountability
We are accountable to each other and the communities in which we operate. We take ownership of our mistakes and work to correct them, and we hold ourselves and each other accountable for delivering on our promises and commitments.
Ownership
We give everyone ownership of their tasks and projects and everyone is expected to be proactive in finding solutions and overcoming challenges.
Sense of Urgency
We value speed and efficiency in everything we do. We strive to continuously improve our processes and find ways to do things faster, without sacrificing quality or attention to detail.
Answer First
We value proactive problem-solving. Instead of bringing questions or problems, whenever possible, we bring proposed answers. It's important for us to lead with an answer or solution, but to be flexible to others feedback.
If this sounds like you, we'd love to have a chat!
About the Company
Transform the way you manage admissions and care with our next-generation AI tools, designed specifically for post-acute and senior care providers. Accelerate your admissions process while improving accuracy, enabling your team to make high-ROI decisions that maximize census and profitability. Engage prospects more effectively with automated, intelligent outreach tailored to their unique needs, fostering stronger connections and improving conversion rates. Optimize care delivery with tools that reduce administrative burdens,...
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