Product Solutions Lead

About the Company

EliseAI is improving the industries that matter most: housing and healthcare. By integrating AI agents deeply into existing workflows, we make them more efficient, reduce costs, and improve the experience for everyone. We recently raised a $250 million Series E round led by Andreessen Horowitz to accelerate our mission.

Responsibilities

• Serve as the lead escalation point for complex Tier 2 and Tier 3 end user issues, investigating root causes across SQL databases, system logs, and APIs
• Manage and develop a team of 5+ End User Product Solutions Analysts through coaching and mentorship
• Oversee support interactions across Zendesk and other ticketing systems
• Run quality assurance checks on EliseAI's Support AI Chatbot to improve automated response accuracy
• Monitor team metrics including volume, resolution time, CSAT, and escalation rates
• Own and evolve internal knowledge base articles, FAQs, and user guides
• Identify and escalate systemic issues to Engineering and Product teams

Requirements

• 4+ years of experience in customer support, product operations, or solutions roles
• Prior experience managing or mentoring a team of support analysts
• Experience using Zendesk or similar ticketing platforms
• Strong analytical skills with hands-on experience in SQL, Hex, Datadog, or Tableau
• Demonstrated technical proficiency via a degree, bootcamp, or technical work experience
• Experience with or understanding of AI-driven support products
• Ability to work onsite in New York, NY Monday through Friday

Preferred Qualifications

• Experience in fintech or consumer financial services
• Experience with low-code/no-code tools like Retool
• Familiarity with Postman or other API testing tools
• Advanced proficiency in Google Sheets or Excel