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 current 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.

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.

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. 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.

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. Identify gaps in customer education and co‑develop with Product Managers to create and maintain clear, accurate help articles, FAQs, and troubleshooting guidance. 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 hands‑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.

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.

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 look beyond the individual ticket to identify patterns, understand root causes, and recommend improvements to the product or customer experience. You are comfortable organizing qualitative and quantitative support data, identifying trends, and using those insights to improve processes and reduce ticket volume. You work effectively with Product, Engineering, Business Operations, and other customer-facing teams to coordinate decisions and drive issues to completion.

You can turn complex information into clear help articles, internal guides, Loom videos, and other resources that help customers and teammates succeed. You are equally willing to handle detailed administrative work, investigate technical issues, support customers, and contribute to broader product initiatives.

Experience building support automations, AI workflows, reporting, or ticket‑routing processes Experience working with healthcare technology, insurance verification, integrations, or regulated customer data 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 We get there by deeply respecting and reflecting on our purpose: to develop software that aids teams in delivering better care. 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. #

📌 Market Operations Analyst (Toronto)
🏢 ExaCare
📍 Toronto