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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. This role is customer-facing and product-focused, requiring subject matter expertise to provide frontline product support, identify patterns in customer feedback, and drive product improvements. You will independently own scheduled live product support help desk coverage, investigate customer issues, and coordinate with product and engineering teams for resolution. The goal is to make our products easier to use and understand for customers and internal teams, while helping Product address key issues.

Responsibilities

Own frontline customer product support coverage, managing the help desk and responding to customer requests via in-app chat and email.
Troubleshoot, conduct technical investigations, resolve customer issues, and escalate when necessary, ensuring clear ownership and next steps.
Identify recurring issues and root causes to inform product improvements, messaging, help articles, or workflows.
Build self-service resources by identifying gaps in customer education and co-developing help articles, FAQs, and troubleshooting guidance.
Enable internal teams by leading training sessions, creating training videos, updating SOPs, and providing hands-on support.
Represent the voice of the customer by sharing ticket trends and insights with the product team and attending strategy discussions.
Develop deep product and industry expertise by staying current on the platform and learning about healthcare, technology, and AI.

Requirements

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 skills with excellent judgment, spelling, grammar, and attention to detail.
Customer maturity and emotional intelligence to de-escalate situations and make customers feel heard.
Technical aptitude to enjoy troubleshooting, ask clarifying questions, and understand complex products.
Product mindset to identify patterns, understand root causes, and recommend improvements.
Analytical and systems-oriented thinking to organize support data and identify trends.
Ownership and sound judgment to independently manage support coverage and prioritize requests.
Cross-functional collaboration skills to work effectively with Product, Engineering, and BizOps teams.
Documentation and enablement skills to create clear resources for customers and teammates.
Adaptability and curiosity to thrive in a fast-paced environment and continually deepen knowledge.
No-ego mindset, willing to handle administrative work, technical issues, customer support, and product initiatives.

Skills

Product knowledge
Customer support
Technical troubleshooting
Pattern identification
Product feedback analysis
Documentation creation
Workflow improvement
Product feature improvement
Help desk management
Customer issue resolution
Product training
Critical thinking
Analytical skills
Technical curiosity
Written communication
Emotional intelligence
Technical aptitude
Product mindset
Systems-oriented thinking
Ownership
Judgment
Cross-functional collaboration
Documentation
Enablement
Adaptability
Curiosity
Pylon
Intercom
Zendesk
Support automation
AI workflows
Reporting
Ticket routing
Healthcare technology
Insurance verification
Integrations

Location

Downtown Toronto Office

Work Type

Hybrid

Experience Level

1+ years

Benefits

Competitive salary
Equity
Flexible PTO
Medical coverage
Dental coverage
Vision coverage
Company off-sites

About the Company

exacare ai is a high-growth startup.
Core Values: Only the best belong here, We work even harder to keep our partners than we did to earn them initially, We keep the patient downstream of every decision, Raise the bar on ownership, The world is moving fast. We move faster., Radical candor, zero politics, Bring good vibes and win together.