About EliseAI

EliseAI develops cutting-edge agentic AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.

That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About the role

Are you energized by the rapid evolution of AI and excited to put cutting-edge tools into action? Do you thrive at the intersection of technology, operations, and customer experience?

As a CX Solutions Specialist, you’ll be at the forefront of testing, implementing, and scaling AI-powered solutions that directly improve how we support our clients. You’ll architect automation workflows, optimize our support platforms, and help shape how we operationalize feedback across the customer journey.

You’ll play a key role in building and maintaining the technical infrastructure that powers our support operations and Voice of the Customer program. From first response to final resolution, your work will have a direct impact on core CX metrics—including first response time, full resolution time, CSAT, and NPS—and will enable our teams to focus on what matters most: delivering a world-class experience to our clients.

About the CX Solutions Team

Our team is hyper-focused on four core themes that drive a more seamless and scalable client experience:

1. Voice of the Customer: We’re building a robust Voice of the Customer program by capturing feedback through formal channels (like NPS and surveys), informal sources (such as Zendesk tickets and client calls), and implicit user behavior. These insights guide how we identify friction points and design an experience that minimizes confusion and helps our clients succeed.

2. Self-Service & Ticket Deflection: When clients do encounter challenges, we aim to provide fast, effective support through self-service tools and AI-enabled solutions that reduce reliance on human support and enable quicker resolutions.

3. Empowered Support: For moments that require a human touch, we focus on equipping our support teams with the tools, workflows, and context they need to deliver efficient, high-quality service at scale.

4. Customer Feedback Loop: We continuously analyze service interactions, behavioral data, and client feedback to ensure insights are fed back into product development, CX strategy, and content improvements.

Key Responsibilities

Automation & Platform Development

• Design and implement automations and workflows in Zendesk and Assembled to deflect tickets, improve ticket handling, and analyze feedback/themes across platforms

• Partner with cross functional teams to implement AI-enabled solutions such as automatically QA human and AI interactions, generating content, and identifying VoC themes

• Maintain and expand custom integrations across support tools (e.g., using APIs, webhooks, and scripts)

System Administration & Optimization

• Own end-to-end strategic system configuration in Zendesk: triggers and automations, side conversations, support applications, etc

• Troubleshoot technical issues and collaborate with vendors (Zendesk, Assembled) to resolve and optimize platform performance

• Maintain comprehensive documentation and runbooks for technical processes and system architecture

Performance Monitoring & Insights

• Analyze support data to identify inefficiencies, automation opportunities, and root causes of delays in resolution or response

• Build reporting views and dashboards to track the effectiveness of new workflows and automations

• Collaborate cross-functionally with Support, CS-Ops, Documentation, and Product teams to align on process design and improvement areas

Requirements

• 3-5 years of experience in support operations, technical operations, or platform administration—ideally in a SaaS environment

• Advanced proficiency with Zendesk (or similar ticketing platform), including API usage, automation design, and configuration best practices

• Experience implementing or integrating AI-powered workflows or bots is a strong plus

• Strong technical aptitude and ability to translate operational needs into scalable system designs

• Familiarity with scripting (e.g., Python, JavaScript) or data tools (e.g., SQL, Looker, Explore) is a plus

• Highly detail-oriented with excellent documentation, troubleshooting, and communication skills

• Comfortable working in person at our NYC office 4–5 days per week

Why Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded (unicorn!) startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

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 in the form of stock options

• Medical, Dental and Vision premiums covered at 100%

• Fully paid parental leave

• Commuter benefits

• 401k benefits

• Monthly fitness stipend

• A collaborative in-office environment with an open floor plan, fully stocked kitchen, and company-paid lunch

• Fun company social events through our Elise and the City program

• Unlimited vacation and paid holidays

• We'll cover relocation packages and make the move exciting, not painful!

Job Compensation Range

The salary range for this role is $90,000 - $120,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at recruiting@eliseai.com