About the RoleWe'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 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
- High-achieving team, including ex-Amazon engineers and alumni of Bain, BCG, Goldman Sachs, and more
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