EliseAI

EliseAI

Product Solutions Lead, B2C

New York City

Sponsorship not specified$130k-$160kDetected 83 days ago
SQLDatadogRESTData ScienceData VisualizationAgentic AIComplianceAccessibilityExcelCustomer SupportZendeskPostmanAPI TestingLeadershipCommunicationMentoring

About the role

  • Our AI system handles baseline issues, and our Product Solutions Analysts provide the human touch when deeper troubleshooting is needed.
  • Monitor team and ticket metrics-volume, resolution time, CSAT, escalation rates-and use data to continuously refine prioritization frameworks and execution standards

Responsibilities

  • End User Support & Escalation
  • 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 to deliver accurate, empathetic resolutions within SLA
  • Handle and oversee support interactions across Zendesk and other ticketing systems, ensuring every end user-whether a renter, prospective tenant, or patient-is treated with a customer-obsessed mindset
  • Identify and escalate systemic or high-impact issues to Engineering, Product, and other internal teams, maintaining clear communication and documentation throughout the support lifecycle
  • Own complex processes such as payment and consumer disputes ensuring regulatory compliance and working with third party vendors
  • Manage and develop a team of 5+ End User Product Solutions Analysts, providing real-time coaching, structured performance feedback, and ongoing mentorship to build both technical and empathy skills
  • Run quality assurance checks on EliseAI's Support AI Chatbot, providing ongoing calibration and coaching to improve automated response accuracy and issue resolution rates
  • Collaborate with the broader Solutions team to surface user feedback, identify recurring issue patterns, and run audits that translate end user pain points into actionable product improvements

Requirements

  • hands-on experience with SQL, Hex, Datadog, Tableau, or similar tools for investigating issues and measuring team performance
  • Demonstrated technical proficiency-whether through a computer science or data science degree, bootcamp certificate, or previous work experience in a technical role
  • Experience with or strong understanding of AI-driven support products and workflows and comfort providing QA feedback on automated systems
  • Exceptional written and verbal communication skills, with a track record of translating complex technical findings into clear, empathetic user-facing resolutions
  • Experience with low-code / no-code tools such as Retool for building internal support tooling
  • Advanced proficiency in Google Sheets or Excel for operational reporting and team metrics
  • Familiarity with Datadog or similar event-logging platforms for system issue investigation.
  • Familiarity with Postman or other API testing tools
  • Lead onboarding of new analysts and design continuous training programs that build deep product knowledge, technical proficiency, and user-first communication standards across the team

Nice to have

  • Experience in fintech or consumer financial services is strongly preferred, given the financial and housing contexts in which our end users operate.
  • 4+ years of experience in customer support, product operations, or solutions roles
  • familiarity with Linear is a plus

Compensation

  • The salary range for this role is $130,000-$160,000.
  • EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits package.
  • Exact compensation is determined based on experience, skill level, location, and qualifications assessed during the interview process.
  • Please note that employment with EliseAI is on an "at-will" basis, which means that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.
  • Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Benefits

  • In addition to the growth and impact you'll have at EliseAI, we offer competitive salaries along with the following benefits:
  • Equity in the company
  • Medical, Dental and Vision premiums covered at 100%
  • Fully paid parental leave
  • Commuter benefits
  • Fitness & home services stipend to cover part of your expenses so you can focus on what matters
  • Unlimited vacation and paid holidays
  • EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits package.
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This listing is sourced directly from EliseAI's careers page and normalized into a canonical job model.