Customer Support Specialist

About ExaCare AI 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 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 are 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 Only the best belong here We are unapologetic about talent. This should be the best team you have ever been on. Protecting that standard is how we honor each other’s time, ambition, and craft. We work even harder to keep our partners than we did to earn them initially The work does not stop when a customer first onboards to our platform. It deepens over time. We partner with operators, listening and learning about real problems, and translate that into solutions that help them succeed in practice. We earn trust through consistent delivery. We keep the patient downstream of every decision At the end of the day, this is about the patient. We get there by deeply respecting and reflecting on our purpose: to develop software that aids teams in delivering better care. Raise the bar on ownership We grow because people here go beyond the minimum. We invest extra effort, care, and ownership into what we build. The world is moving fast. We move faster. This is a race. We work hard, we move early, and we stay ahead of problems and competitors. If we slow down, someone else will pass us. Radical candor, zero politics We say what’s true, early, and we keep communication direct and clean so the team can move. Bring good vibes and win together We win as a team. We bring energy, support each other, and make the workplace somewhere people are excited to show up. If this sounds like you, we'd love to have a chat!