Customer Experience Lead

Position: Customer Experience Lead at ExaCare AI
Shape the future of customer support at Exa Care AI as a Customer Experience Lead. Focus on operational efficiency, high-quality resolutions, and building a supportive team environment.

This role requires you to leverage your customer support background, ideally in a B2B SaaS setting, to establish effective communication and operational systems. As a customer-oriented builder with a knack for technology, you’ll engage with customers, resolve complex issues, and implement scalable support mechanisms. Your leadership will influence the overall customer experience.

Key Responsibilities:

• Oversee support operations, ensuring timely customer interactions

• Manage escalated issues, applying strong judgment and empathy

• Develop and optimize triage methodologies and escalation paths

• Establish KPIs for measuring resolution quality and customer satisfaction

• Create customer-facing help content and troubleshooting guides

Requirements:

• 5+ years in a relevant customer support role

• Excellent communication skills and attention to detail

• Proven experience in leadership within a support context

• Comfort with helpdesk tools like Intercom or Zendesk

• Bonus for experience with support AI systems and health tech

Elevate customer interactions by leading support excellence at Exa Care AI.
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