Product Operations Analyst

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 2,000 facilities, and is growing rapidly.

We recently raised a $30M 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 Product Operations Analyst to translate deep technical product knowledge to customer facing scenarios as a cross functional role between our Biz Ops and Product teams here at exacare ai. This is a customer-facing and product-focused role: you’ll become a subject matter expert in our product and leverage these insights to provide high-quality frontline product support, identify patterns in customer questions and product feedback, and turn those insights into better tools, documentation, workflows, and product feature improvements.

You’ll independently own scheduled live product support help desk coverage, investigating customer product questions, bugs, and feedback and own investigations following through to resolving the core customer issue or coordinating with the right product and engineering teams to drive them to resolution. Beyond responding to tickets, you’ll work proactively to prevent them—anticipating the customer impact of product, integration, and industry changes and helping customers prepare before issues arise.

In addition, you’ll help enable Biz Ops customer account lead teams. When new features are deployed, you will be the go-to to help train up teams and be the subject-matter experts they can go to for support.

This role is ideal for someone who has incredibly strong critical thinking skills, analytically minded, technically curious, and excited to become a product expert on the exacare platform.

The ultimate goal is: make it easier for customers and internal Biz Ops and Sales teams to use and understand our products deeply, while helping Product understand and address the issues that matter most.

What You’ll Do

• Own frontline customer product support coverage: Independently manage the help desk during assigned shifts, responding to customer requests received through in-app chat and email via our AI native ticketing platform, Pylon, with speed, clarity, and empathy.
• Resolve, triage, and coordinate: Troubleshoot and conduct technical investigations customer issues, resolve them where possible, and bring in Product Managers and/or Engineering when additional expertise is required. Ensure every escalated issue has a clear owner, next steps, and appropriate customer communication.
• Identify recurring issues and root causes: Track patterns across support requests and determine where product improvements, clearer in-product messaging, help articles, automated workflows, or AI agents could reduce future ticket volume.
• Build self-service resources: Identify gaps in customer education and co-develop with Product Managers to create and maintain clear, accurate help articles, FAQs, and troubleshooting guidance.
• Enable internal teams: Help the Biz Ops team build confidence with new and evolving products by leading internal training sessions, filming training videos, updating SOP Notion pages, developing practical training resources, helping create Biz Ops customer facing team certifications, and hands-on support with live customer calls as needed.
• Represent the voice of the customer: Share ticket trends, feature requests, recurring pain points, and other customer insights with the relevant…