Note: The job is a remote job and is open to candidates in USA. ExaCare AI is a leading health tech company focused on creating an AI operating system for post-acute care. They are seeking a Customer Support Specialist to enhance their customer support function, providing high-quality resolutions to customer inquiries and improving support processes. The role involves owning inbound support, triaging requests, and driving resolution outcomes while building scalable support assets.
Responsibilities
- 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
Skills
- 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
- 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
Company Overview