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ExaCare AI is a healthtech company building an AI operating system for post-acute care. The platform transforms unstructured referral data into clinical insights, powering 2,000+ facilities. The company recently raised a $30M Series A and is expanding rapidly.
As Product Operations Analyst, you'll bridge BizOps and Product teams, serving as a subject matter expert on the ExaCare platform. You'll own frontline customer support coverage via in-app chat and email, investigating product questions, bugs, and feedback. You'll troubleshoot technical issues independently and escalate to Product/Engineering when needed, ensuring clear ownership and customer communication throughout.
Beyond reactive support, you'll identify patterns in customer requests to inform product improvements, documentation, and workflows. You'll build self-service resources like help articles and FAQs, reducing future ticket volume. You'll enable internal BizOps and Sales teams by leading training sessions, creating SOPs, filming tutorials, and providing hands-on support during customer calls.
You'll represent the voice of the customer in product strategy discussions, sharing ticket trends, feature requests, and pain points. You'll develop deep expertise in the ExaCare platform, healthcare workflows, and AI capabilities.
Ideal candidates have 1+ years in Product, Product Operations, Customer Support, Customer Success, or Implementation roles, preferably in B2B SaaS. You communicate clearly in writing, handle difficult situations with emotional intelligence, and troubleshoot complex technical issues. You think analytically, identify root causes, and recommend systemic improvements. You work independently, prioritize competing requests, and collaborate cross-functionally. You're adaptable, curious, and comfortable turning complex information into clear resources.
