CX Operations Manager

eliseai; New York (NY); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Equity in the form of stock options

100% covered medical, dental, and vision premiums

Fully paid parental leave

Commuter benefits

401k benefits

Monthly fitness stipend

Collaborative in-office environment with company-paid lunch

Unlimited vacation and paid holidays

Relocation packages

Job summary

A tech-driven company based in New York is seeking a CX Operations Manager to enhance customer support processes. The ideal candidate will manage Zendesk workflows, implement AI tools, and collaborate with leadership. Applicants must have at least 3 years of Zendesk experience in a B2B setting and be capable of strategic execution and cross-functional collaboration. Competitive salary range from $120,000 to $150,000, equity, and comprehensive benefits offered.

Qualifications

• 3+ years of experience with Zendesk in a B2B environment - Deep expertise across Support, Guide, Explore, and administration.
• Experience evaluating and implementing AI-driven support tools.
• Think in inputs, outputs, and tradeoffs; design processes that scale.

Responsibilities

• Own and administer Zendesk across Support, Guide, Explore, and AI features.
• Design ticket workflows including intake, routing, prioritization, and automation.
• Build dashboards tracking volume, backlog, SLA adherence, and efficiency trends.

Skills

Zendesk administration

Automation tools

AI familiarity

Systems thinking

Cross-functional collaboration

Clear communication

Proactivity

Education

3+ years of experience in B2B environments

Tools

Zendesk

Automation and AI tools

Job description

About EliseAI

At EliseAI, we're improving the industries that matter most: housing and healthcare. Everyone needs a place to live and access to quality healthcare, yet both are often harder to secure than they should be.
By integrating AI agents deeply into existing workflows, we make them more efficient, reduce costs, and improve the experience for everyone.

• Housing: We simplify how renters tour apartments, sign leases, submit maintenance requests, and stay connected with their property team—bringing everything they need for their home into one place.

• Healthcare: We make it easy to schedule appointments, complete intake forms, and we help patients communicate with providers, so everyone can focus on health instead of paperwork.

We recently raised a $250 million Series E round led by Andreessen Horowitz to accelerate this mission.

About the role

We're hiring a CX Operations Manager to design, optimize, and scale the systems and processes that power our customer support experience. You'll act as the operational partner to Support and Product leaders, owning workflows, tooling, reporting, and AI-driven support capabilities while continuously improving how customer issues flow from intake to resolution.

As our Zendesk administrator and CX tooling expert, you'll be the technical backbone that enables our support team to scale efficiently while maintaining a high-quality, consistent customer experience during a critical growth phase.

Key Responsibilities

Zendesk Administration & Workflow Design

• Own and administer Zendesk across Support, Guide, Explore, and AI features

• Design ticket workflows including intake, routing, prioritization, escalations, triggers, automations, SLAs, views, macros, and custom fields

• Configure agent roles, permissions, and queue structures; serve as Zendesk subject‑matter expert

Automation & AI‑Powered Support

• Evaluate and implement AI‑powered CX tools (bots, auto‑triage, suggested replies, deflection)

• Deploy automation flows that reduce manual work and improve response times

Strategic Operations

• Partner with leadership to identify bottlenecks and recommend improvements

• Translate product changes into scalable support processes and document workflows for scale

Analytics & Reporting

• Build dashboards tracking volume, backlog, SLA adherence, CSAT, and efficiency trends

• Surface automation opportunities and create feedback loops to Product teams

Day‑to‑Day Execution

• Own daily CX Solutions tickets (the SalesOps equivalent for support)

• Manage Help Center structure, content workflows, and integrations with adjacent systems

• Troubleshoot technical issues and respond to internal team needs

Requirements

• 3+ years of experience with Zendesk in a B2B environment - Deep expertise across Support, Guide, Explore, and administration

• Automation and AI familiarity - Experience evaluating and implementing AI‑driven support tools

• Systems thinker - You think in inputs, outputs, and tradeoffs; you design processes that scale

• Strategic executor - Balance hands‑on work with proactive recommendations

• Cross‑functional collaborator - Experience partnering with Support, Product, and Ops teams

• Clear communicator - Translate complex systems into simple decisions

• Bias toward action - Move fast, iterate quickly, execute without overthinking

• Willingness to work in person at our office 4‑5 days a week

Move at Rocket Speed, Build Something Massive

We're scaling fast, solving real client problems with precision and ambition. Here, you own your impact: full autonomy, no micromanagement, no fluff.

We hire the best, expect the best, and give you the masterclass of your career. It's hard, it's intense, and it's the most rewarding work you'll ever do. If you're hungry, driven, and ready to build something massive, climb aboard.

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 so fast. 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 $120,000 - $150,000. 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 [e-mail]