Product Operations Analyst

ExaCare AI•Toronto, ON

15h•Hybrid

About The Position

We’re hiring a Product Operations Analyst to translate deep technical product knowledge to customer facing scenarios as a cross functional role between our BizOps 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 BizOps 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 BizOps and Sales teams to use and understand our products deeply, while helping Product understand and address the issues that matter most.

Requirements

1+ years in Product, Product Operations, Customer Support, Customer Success, Implementation, or another product or customer-facing role, preferably within a B2B SaaS environment.
Strong written communication: You communicate clearly, concisely, and professionally, with excellent judgment, spelling, grammar, and attention to detail.
Customer maturity and emotional intelligence: You can de-escalate difficult situations, read between the lines, and make customers feel heard while moving issues toward a practical resolution.
Technical aptitude: You enjoy troubleshooting, ask effective clarifying questions, and can develop a deep understanding of complex products, integrations, and workflows.
Product mindset: You look beyond the individual ticket to identify patterns, understand root causes, and recommend improvements to the product or customer experience.
Analytical and systems-oriented thinking: You are comfortable organizing qualitative and quantitative support data, identifying trends, and using those insights to improve processes and reduce ticket volume.
Ownership and sound judgment: You can independently manage support coverage, prioritize competing requests, and recognize when an issue should be resolved directly or escalated.
Cross-functional collaboration: You work effectively with Product, Engineering, Business Operations, and other customer-facing teams to coordinate decisions and drive issues to completion.
Documentation and enablement skills: You can turn complex information into clear help articles, internal guides, Loom videos, and other resources that help customers and teammates succeed.
Adaptability and curiosity: You thrive in a fast-paced environment with evolving products, processes, and priorities, and you take initiative to continually deepen your knowledge.
No-ego mindset: You are equally willing to handle detailed administrative work, investigate technical issues, support customers, and contribute to broader product initiatives.

Nice To Haves

Experience partnering directly with Product and Engineering teams
Experience with Pylon, Intercom, Zendesk, or a similar support platform
Experience building support automations, AI workflows, reporting, or ticket-routing processes
Experience working with healthcare technology, insurance verification, integrations, or regulated customer data

Responsibilities

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 BizOps 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 BizOps 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 product area. Attend product strategy discussions when frontline context would help inform decisions.
Develop deep product and industry expertise: Stay current on the exacare platform by being tagged in as a subject matter experience in team huddles and relevant internal channels. Proactively build your knowledge of healthcare, technology, and AI.