Customer Support Lead

About ExaCare AI

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 $30M Series A led by Insight Partners.

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 building the infrastructure, processes, and team to deliver world-class customer experiences. You will be the bridge between our customers and product team, turning support patterns into product insights.

Key Responsibilities

• Own and lead the customer support function, including hiring, onboarding, and developing a high-performing support team

• Build scalable support processes, documentation, and knowledge bases from the ground up

• Handle complex customer escalations and ensure timely, empathetic resolution

• Leverage AI tools and automation to improve response times, resolution quality, and team efficiency

• Define and track key support metrics (response time, resolution time, CSAT) and drive continuous improvement

• Serve as the voice of the customer to product and engineering teams

Requirements

• 3-5+ years of customer support leadership experience, ideally in B2B SaaS or health tech

• Experience building support processes and teams from scratch or early stage

• Strong technical aptitude — comfortable with AI tools and modern support platforms

• Data-driven mindset with experience tracking and improving support KPIs

• Healthcare or health tech experience is a strong plus