About the Role
Product Operations connects our Product team, our customers, and our customer-facing BizOps teams. exacare ai ships new products and features quickly, and this team makes sure each release works in practice: teams understand it, customers can use it, and Product hears what is happening after launch.
As a Product Operations Analyst, you’ll become a subject matter expert in our platform and use that expertise to support customers on the help desk, help new products move from early access to general availability, and track whether customers adopt what we launch. You’ll work closely with Product Managers, Engineering, and BizOps, and you’ll own your investigations from start to finish. Along the way, you’ll turn patterns in customer questions into better product features, documentation, and workflows.
What You’ll Do
- Own frontline product support. Manage the help desk during your assigned shifts and respond to customer chat and email in Pylon with speed, clarity, and empathy, so customers get a clear answer.
- Investigate and resolve issues. Troubleshoot customer questions and bugs from start to finish, and bring in Product Managers or Engineering when needed, so every escalation has an owner, next steps, and customer communication.
- Become the product expert. Build deep knowledge of your assigned product areas and of healthcare workflows, so BizOps and customers know where to turn for complex product questions.
- Make launches usable. Test new releases, support early access customers, and build launch checklists, FAQs, Help Center content, and in-app tours. Scale the effort to the size of each release, and help customers prepare before issues arise.
- Enable BizOps teams. Lead training sessions, record videos, update SOPs in Notion, and help build certifications, so account leads feel confident supporting customers when features change.
- Track adoption after launch. Run 30/60/90-day adoption checks on major releases using PostHog and Omni, and follow up with low-adoption accounts through outreach, refresher training, or in-app education.
- Turn customer feedback into product decisions. Identify recurring issues across tickets, synthesize feature requests, and give Product clear recommendations, so repeat tickets fall through product fixes, self-service content, or automation.
What You’ll Bring
- Experience: 1+ years in Product, Product Operations, Customer Support, Customer Success, Implementation, Consulting, or another customer-facing role, preferably in a B2B SaaS environment. (note: potential exception for new graduates with strong previous internship experience)
- Written communication: You write clearly, concisely, and professionally, and you can turn complex information into help articles, internal guides, and Loom videos.
- Customer maturity: You de-escalate difficult situations, read between the lines, and make customers feel heard while moving toward a practical resolution.
- Technical aptitude: You enjoy troubleshooting, ask effective clarifying questions, and can learn complex products, integrations, and workflows.
- Analytical, product mindset: You look past the individual ticket to find patterns and root causes, and you use support and usage data to recommend improvements.
- Ownership and collaboration: You manage your own coverage, prioritize competing requests, know when to escalate, follow through after launch, and work well with Product, Engineering, and BizOps in a fast-moving environment.
- Nice to have: Experience with Pylon, Intercom, Zendesk, or PostHog; building support automations or AI workflows; or working with healthcare technology, insurance verification, or regulated customer data.
Benefits and Perks
- Competitive salary and equity in a high-growth startup
- Paid time off at your discretion
- Hybrid work out of our beautiful Toronto office (Queen / Spadina)
- Medical, dental, and vision coverage
- Great start-up culture (e.g., company off-sites, casual attire, stellar snacks, ChatGPT premium)
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!
About exacare ai
exacare ai is a leading healthtech company on a mission to build the AI operating system for post-acute care. Our platform connects referral sources, admissions workflows, and reimbursement systems so teams can review documentation, evaluate patients, and act quickly and confidently. Today, exacare ai powers more than 2,500 post-acute facilities / agencies.
Backed by a $30M Series A led by Insight Partners, we’re bringing world-class talent together to transform healthcare. If you like building, learning, and making a real impact, come join us!