Customer Support Lead

Company Overview

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 1,500 facilities, and is growing rapidly.

We recently raised a M Series A led by Insight Partners, and are bringing world-class talent together to transform healthcare. If you like building, learning, and want to make a real impact, come join us!

About the Role

We’re hiring a Customer Support Lead to own and stand up our customer support function as we scale. This person will lead day-to-day frontline support operations while also building the systems, processes, and quality standards that enable a world-class customer experience. This is a high-ownership role: you’ll serve as both a player and a builder, handling complex customer issues directly while improving how support works across the business.

You’ll be responsible for driving fast, high-quality resolutions to inbound customer requests, creating structure around triage and escalation, and partnering cross-functionally to improve tooling, workflows, and customer outcomes. You’ll also help lay the foundation for team growth by identifying hiring needs, onboarding future hires, and shaping what excellent support looks like at ExaCare AI.

This role is ideal for someone who is tech and AI-savvy, deeply customer-obsessed, and energized by the opportunity to build. The north star is simple: make customers feel exceptionally well supported, and build a support function that becomes faster, smarter, and more scalable over time.

What You’ll Do

• Own frontline support operations: Oversee inbound support coverage throughout the core work day, ensuring customers receive timely, high\-quality responses with speed, clarity, and empathy

• Handle complex and high\-impact issues: Step into escalated, ambiguous, or sensitive customer situations and drive issues to resolution with strong judgment and communication

• Set and manage support workflows: Define and improve triage logic, prioritization frameworks, escalation paths, SLAs, and response standards so support runs smoothly as volume grows

• Drive strong resolution outcomes: Own core support KPIs including time to resolution, resolution quality, customer satisfaction, and escalation rates; identify trends and implement improvements

• Be the voice of the customer: Capture recurring themes, synthesize product feedback, and partner with Product, Engineering, and Customer Success to address root causes and improve the customer experience

• Build scalable support systems: Create and maintain customer\-facing FAQs, help content, internal troubleshooting guides, macros, and AI\-enabled support workflows

• Improve tooling \+ automations: Help optimize our support tech stack and processes, including routing, tagging, reporting, automations, and support AI workflows

• Raise the quality bar: Establish quality standards for customer interactions, review support performance, and coach toward excellent written communication, troubleshooting, and customer empathy

• Partner cross\-functionally: Work closely with Account Management, Product, Engineering, and Operations to ensure strong handoffs, closed\-loop communication, and clear ownership across customer issues

• Help scale the team: Play a key role in hiring, onboarding, and training future support team members while shaping the long\-term structure of the support function

What You’ll Bring

• Experience: 5\+ years in a customer\-facing support role, preferably in a B2B SaaS environment, with at least some experience leading support workflows, projects, or junior team members

• Strong written communication: Clear, concise, friendly, and highly accurate; you set a high bar for customer communication and attention to detail

• Leadership and ownership: You take initiative, thrive in ambiguity, and naturally step into ownership of outcomes, systems, and team\-wide improvements

• Customer maturity \+ emotional intelligence: You can de\-escalate tense situations, build trust quickly, and make customers feel heard and supported, even in difficult moments

• Operational mindset: You know how to create structure, improve workflows, and use metrics to identify opportunities and drive better support outcomes

• Technical comfort: You can troubleshoot effectively, ask strong clarifying questions, and develop a deep understanding of the product and customer use cases

• Support tooling familiarity: Experience with Intercom, Zendesk, Pylon, or a similar helpdesk platform; comfort working with queues, tags, SLAs, workflows, reporting, and automations

• Systems thinking: You enjoy building repeatable processes, documenting best practices, and improving how teams work cross\-functionally

• Coaching and quality orientation: You have experience giving feedback, improving quality, or helping others ramp, even if you haven’t formally managed a team before

• Previous experience building support AI automations/workflows (via Intercom, Zendesk, Pylon, etc.) is a bonus

• Previous experience supporting healthcare, AI, or B2B products is a bonus

• Previous experience helping to build or scale a support team or function is a bonus

Benefits \+ Perks

• Competitive

• Flexible PTO, take what you need

• Medical, dental, and vision coverage

• Great startup culture, including company off\-sites

• 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.

The Patient is Downstream of Every Decision

At the end of the day, this is about the patient. We get there by deeply respecting post-acute operators and partners, because their work is the path our software travels to create 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 to.

If this sounds like you, we'd love to have a chat!