Product Operations Analyst

Socket.dev; Toronto; On-site; CAD 65,000 - 95,000; Full time

Benefits offered by this job

Competitive salary & equity

Flexible PTO

Medical, dental, vision coverage

Hybrid work in Downtown Toronto

Strong startup culture

Job summary

Socket.dev is seeking a Product Operations Analyst in Toronto to translate deep technical product knowledge into customer-facing scenarios. You will be a product expert, support frontline inquiries, and drive improvements through documentation, training, and workflows.

You'll own live product support coverage, investigate issues, and coordinate with Product/Engineering to resolve them. Expect a fast-paced, analytical environment focusing on healthcare AI contexts.

Qualifications

• Experience in product operations, customer support or similar roles in B2B SaaS.
• Strong written communication and professional, detail-oriented writing.
• Ability to de-escalate situations and move issues toward resolution.
• Troubleshooting mindset with ability to understand complex products and workflows.
• Ability to identify patterns, root causes, and suggest product improvements.
• Experience organizing qualitative and quantitative support data to improve processes.
• Self-motivated ownership of support coverage and escalation decisions.
• Comfort collaborating with Product, Engineering, BizOps, and other teams.

Responsibilities

• Own frontline customer product support coverage during shifts via in-app chat and email.
• Investigate customer questions, bugs, and feedback; coordinate with Product/Engineering for resolution.
• Identify recurring issues and root causes to inform product improvements.
• Develop self-serve resources: help articles, FAQs, troubleshooting guides.
• Lead internal training, create training resources, and support BizOps customer facing teams.
• Represent the voice of the customer to product teams and strategy discussions.
• Build deep product and industry expertise and stay current with healthcare/AI contexts.

Skills

Strong written communication

Customer maturity & emotional IQ

Technical aptitude

Product mindset

Analytical thinking

Ownership & judgment

Cross-functional collaboration

Documentation & enablement

Adaptability & curiosity

No-ego mindset

Platform experience (Pylon, Intercom,/

Tools

Pylon

Intercom

Zendesk

Job description

About the Role

We’re hiring a Product Operations Analyst to translate deep technical product knowledge to customer facing scenarios as a cross functional role between our BizOps and Product teams here at exacare ai. This is a customer-facing and product-focused role: you’ll become a subject matter expert in our product and leverage these insights to provide high-quality frontline product support, identify patterns in customer questions and product feedback, and turn those insights into better tools, documentation, workflows, and product feature improvements.

You’ll independently own scheduled live product support help desk coverage, investigating customer product questions, bugs, and feedback and own investigations following through to resolving the core customer issue or coordinating with the right product and engineering teams to drive them to resolution. Beyond responding to tickets, you’ll work proactively to prevent them—anticipating the customer impact of product, integration, and industry changes and helping customers prepare before issues arise. In addition, you’ll help enable BizOps customer account lead teams. When new features are deployed, you will be the go‑to to help train up teams and be the subject‑matter experts they can go to for support.

This role is ideal for someone who has incredibly strong critical thinking skills, analytically minded, technically curious, and excited to become a product expert on the exacare platform.

The ultimate goal is: make it easier for customers and internal BizOps and Sales teams to use and understand our products deeply, while helping Product understand and address the issues that matter most.

What You’ll Do

• Own frontline customer product support coverage: Independently manage the help desk during assigned shifts, responding to customer requests received through in-app chat and email via our AI native ticketing platform, Pylon, with speed, clarity, and empathy.
• Resolve, triage, and coordinate: Troubleshoot and conduct technical investigations customer issues, resolve them where possible, and bring in Product Managers and/or Engineering when additional expertise is required. Ensure every escalated issue has a clear owner, next steps, and appropriate customer communication.
• Identify recurring issues and root causes: Track patterns across support requests and determine where product improvements, clearer in-product messaging, help articles, automated workflows, or AI agents could reduce future ticket volume.
• Build self‑service resources: Identify gaps in customer education and co‑develop with Product Managers to create and maintain clear, accurate help articles, FAQs, and troubleshooting guidance.
• Enable internal teams: Help the BizOps team build confidence with new and evolving products by leading internal training sessions, filming training videos, updating SOP Notion pages, developing practical training resources, helping create BizOps customer facing team certifications, and hand‑on support with live customer calls as needed.
• Represent the voice of the customer: Share ticket trends, feature requests, recurring pain points, and other customer insights with the relevant product area. Attend product strategy discussions when frontline context would help inform decisions.
• Develop deep product and industry expertise: Stay current on the exacare platform by being tagged in as a subject matter experience in team huddles and relevant internal channels. Proactively build your knowledge of healthcare, technology, and AI.

What You’ll Bring

• Experience: 1+ years in Product, Product Operations, Customer Support, Customer Success, Implementation, or another product or customer‑facing role, preferably within a B2B SaaS environment.
• Strong written communication: You communicate clearly, concisely, and professionally, with excellent judgment, spelling, grammar, and attention to detail.
• Customer maturity and emotional intelligence: You can de‑escalate difficult situations, read between the lines, and make customers feel heard while moving issues toward a practical resolution.
• Technical aptitude: You enjoy troubleshooting, ask effective clarifying questions, and can develop a deep understanding of complex products, integrations, and workflows.
• Product mindset: You look beyond the individual ticket to identify patterns, understand root causes, and recommend improvements to the product or customer experience.
• Analytical and systems‑oriented thinking: You are comfortable organizing qualitative and quantitative support data, identifying trends, and using those insights to improve processes and reduce ticket volume.
• Ownership and sound judgment: You can independently manage support coverage, prioritize competing requests, and recognize when an issue should be resolved directly or escalated.
• Cross‑functional collaboration: You work effectively with Product, Engineering, Business Operations, and other customer‑facing teams to coordinate decisions and drive issues to completion.
• Documentation and enablement skills: You can turn complex information into clear help articles, internal guides, Loom videos, and other resources that help customers and teammates succeed.
• Adaptability and curiosity: You thrive in a fast‑paced environment with evolving products, processes, and priorities, and you take initiative to continually deepen your knowledge.
• No‑ego mindset: You are equally willing to handle detailed administrative work, investigate technical issues, support customers, and contribute to broader product initiatives.
• Nice To Have
  • Experience partnering directly with Product and Engineering teams
  • Experience with Pylon, Intercom, Zendesk, or a similar support platform
  • Experience building support automations, AI workflows, reporting, or ticket‑routing processes
  • Experience working with healthcare technology, insurance verification, integrations, or regulated customer data

Benefits + Perks

• Competitive salary and equity in a high‑growth startup
• Flexible PTO, take what you need
• Medical, dental, and vision coverage
• Great startup culture, including company off‑sites
• Hybrid work out of our Downtown Toronto Office
• 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!