Customer Support Specialist

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 a world-class support experience as we grow. 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 support motion as a whole. 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 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 Previous experience building support AI automations/workflows (via Intercom, Zendesk, Pylon, etc.) 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