Customer Support Specialist

exacare ai; Toronto; Hybrid; CAD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid or remote work

Flexible PTO

Medical, dental, and vision coverage

Company off-sites

Equity in startup

Job summary

Exacare ai is hiring its first dedicated Customer Support Specialist to own frontline support and help scale a world-class customer experience. You’ll resolve inbound requests, triage to the account team, and help shape processes and tools for faster, clearer support.

You’ll use Intercom, Zendesk, and Pylon in a hybrid/remote team across Toronto, NYC and Vancouver. If you’re tech-savvy, patient, and obsessed with customers, join us to build scalable AI-powered help for healthcare.

Qualifications

• 3+ years in a customer-facing support role, preferably in a B2B SaaS environment.
• Clear, concise, friendly, and highly accurate written communication.
• Able to de-escalate situations, read between the lines, and make customers feel heard.
• You can troubleshoot, ask great clarifying questions, and learn the product deeply.
• Experience with helpdesk platforms and queues, SLAs, and workflows.

Responsibilities

• Own inbound support coverage: respond to customer messages and tickets with speed, clarity, and empathy.
• Triage and prioritize: identify urgent vs routine requests and route/escalate accordingly.
• Drive strong resolution outcomes: focus on resolution quality and speed, and customer satisfaction.
• Be the voice of the customer: surface feedback and flag recurring issues to reduce root causes.
• Build scalable support assets: create FAQs and internal troubleshooting playbooks.
• Improve tooling and workflows: help route, create macros, and automate processes.
• Scale the function: assist onboarding of future support hires and shape the long-term experience.

Skills

3+ years in customer support

B2B SaaS experience

Strong written communication

Customer empathy

Technical troubleshooting

Intercom

Zendesk

Pylon

Ownership mindset

Process improvement

AI automation experience

Healthcare/B2B product familiarity

Tools

Intercom

Zendesk

Pylon

Job description

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 2,000 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
• 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

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.

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.