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.

Responsibilities

• Build a direct relationship with Engineering to accelerate technical resolution
• Manage and coach a team of 3 to 5 Product Solutions Analysts
• Translate patterns and friction points from the ground into actionable insights for Product and Engineering
• Own team standards including documentation, escalation protocols, and ticket quality
• Track segment health metrics and manage client relationships
• Investigate issues using APIs, root cause analysis, and business impact assessment

Requirements

• 4+ years of experience in technical support, product operations, or solutions roles
• Prior experience managing or mentoring team members
• Strong analytical skills with a bias toward data-driven decision-making
• Experience investigating issues using SQL, logs, or API tools
• Experience with support platforms and CRMs such as Zendesk or Salesforce
• Exceptional written and verbal communication skills
• Proven experience in a customer-facing role
• Ability to work onsite in NYC 4 to 5 days per week

Benefits

• Equity in the company
• Medical, Dental and Vision premiums covered at 100%
• Fully paid parental leave
• Commuter benefits
• 401k benefits
• Fitness & home services stipend
• Unlimited vacation and paid holidays
• Relocation packages available