Customer Support Specialist

About ExaCare AI

ExaCare AI is a healthcare technology company focused on creating an AI-driven operating system for post-acute care. Its platform converts unstructured referral packets into actionable clinical insights and recommended next steps, helping care teams make faster and safer placement decisions while reducing administrative work. The company currently supports more than 1,500 facilities and is expanding quickly.

The business recently secured a $30 million Series A round led by Insight Partners and is building a team of exceptional talent to reshape healthcare delivery.

About the Role

This is the company’s first dedicated Customer Support Specialist position and a key hire in building a scalable customer experience function. The role focuses on handling frontline customer support, resolving incoming issues efficiently, routing complex requests to the right account manager, and identifying improvements to support workflows, tools, and processes.

The ideal candidate is comfortable with technology and AI, highly customer-focused, and motivated to make support more responsive and dependable as demand increases. Success in this role means helping customers feel genuinely supported while strengthening the overall support operation.

What You’ll Do

• Manage day-to-day inbound support across messages and tickets, responding with speed, accuracy, and a helpful tone.
• Assess incoming requests, separate urgent items from routine ones, escalate or assign them appropriately, and keep customers updated on expectations.
• Deliver high-quality resolutions with a focus on both speed and customer satisfaction.
• Represent the customer internally by identifying trends, sharing product feedback, and raising recurring issues so root causes can be addressed.
• Develop and maintain customer-facing help resources, such as FAQs and support documentation, along with internal troubleshooting guides.
• Support the improvement of support systems and workflows through better routing, templates, and automation.
• Contribute to scaling the function by helping onboard future support team members and shaping the long-term support experience.

What You’ll Bring

• At least 3 years of experience in a customer support or customer-facing role, ideally within a B2B SaaS environment.
• Strong written communication skills, including clear, concise, friendly, and accurate messaging with excellent spelling, grammar, and attention to detail.
• Strong interpersonal judgment and emotional intelligence, with the ability to calm tense situations and make customers feel understood.
• Good technical aptitude, including the ability to troubleshoot issues, ask smart clarifying questions, and learn a product in depth.
• Hands-on experience with support tools such as Intercom, Zendesk, Pylon, or comparable helpdesk platforms, including queues, tags, SLAs, and workflows.
• A strong sense of ownership and the ability to bring structure to ambiguous situations.
• A process-improvement mindset and the ability to work collaboratively across teams.
• Bonus experience building AI-driven support automations or workflows.
• Bonus experience supporting healthcare, AI, or B2B products.
• Bonus experience helping customer-focused initiatives grow and scale.

Benefits and Perks

• Competitive compensation plus equity in a fast-growing startup.
• Hybrid or remote work, with the core team distributed across Toronto, New York City, and Vancouver.
• Flexible paid time off, with the freedom to take what you need.
• Medical, dental, and vision insurance coverage.
• Strong startup culture, including company off-sites.
• High-performing team with backgrounds that include ex-Amazon engineers and alumni from Bain, BCG, Goldman Sachs, and more.

Core Values

The team emphasizes high standards, strong ownership, direct communication, and a bias for speed. They value deep customer partnership, a relentless focus on the patient outcome, and a collaborative, positive work environment.

• Only top talent belongs here; the team is expected to be the strongest you have worked with.
• Relationships with partners are maintained through continued effort after onboarding.
• Every decision keeps the patient’s outcome in mind.
• Team members are expected to take exceptional ownership and go beyond the minimum.
• The company moves quickly and aims to stay ahead of issues and competition.
• Communication is direct, honest, and politics-free.
• The culture values energy, support, and winning together as a team.

Additional Information

This role is based in Toronto, Ontario, Canada, and is offered as a full-time remote position. The company encourages candidates who want to learn, build, and make a meaningful impact in healthcare.