Product Solutions Analyst | Housing

EliseAI; New York (NY); Vor Ort; USD 75.000 - 95.000; Vollzeit

Benefits dieser Stelle

Equity in the company

Medical, Dental and Vision premiums %0

Fully paid parental leave

Commuter benefits

401k benefits

Fitness & home services stipend

Collaborative in-office environment

Unlimited vacation and paid holidays

Relocation packages

Zusammenfassung

EliseAI in New York, NY is seeking a Product Solutions Analyst to provide tier 1 and 2 technical support to clients, troubleshoot complex issues, and maintain clear documentation throughout the customer journey.

You will collaborate with cross-functional teams, update internal knowledge bases, coach the support chatbot, and help drive product improvements while ensuring a data-driven approach and excellent written and verbal communication.

Qualifikationen

• 1-2 years in a Customer Support Analyst or equivalent role
• Experience with support software and CRMs (e.g., Zendesk, Salesforce, SQL)
• Demonstrated technical proficiency such as a computer science degree, bootcamp certificate, or previous work experience
• Bias towards data-driven decision-making
• Strong written and verbal communication skills
• Willingness to work in person at our office 5 days a week

Aufgaben

• Provide tier 1 and tier 2 technical support to clients via Zendesk, our ticketing system, ensuring timely resolution of issues
• Investigate, troubleshoot, and fix complex technical issues and investigate
• Maintain clear documentation and communication with clients throughout the support lifecycle, and approach each interaction with a customer-obsessed mindset
• Collaborate with the other teams in Product Solutions to relay user feedback, identify recurring issues, run audits and contribute to product improvements
• Maintain and update internal knowledge base articles, FAQs, and user guides to enhance self-service support options and reduce incoming ticket volume
• Run Quality Assurance check on our Support AI Chatbot and provide ongoing coaching to ensure proper responses for issue resolution
• Attract top-tier talent to join our driven team

Kenntnisse

Customer support

Zendesk

Salesforce

SQL knowledge

Data-driven decision-making

Written & verbal communication

Ausbildung

Computer science degree or equivalent

Jobbeschreibung

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.

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. With EliseAI, organizations reduce manual work, improve accessibility, and deliver a seamless experience across essential services. We recently raised a $350 million funding round at a $4 billion valuation led by Andreessen Horowitz (a16z) and Bessemer Venture Partners to accelerate this mission.

• 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.

The Role

EliseAI’s Product Solutions team are subject matter experts responsible for solving issues and answering questions for our customers. Our Product Solutions Analysts possess in-depth system knowledge on our individual client configurations and systems and configuration data access. The Product Solutions team works with other internal teams to troubleshoot customer issues and ensure the best possible customer experience.

Key Responsibilities

• Provide tier 1 and tier 2 technical support to clients via Zendesk, our ticketing system, ensuring timely resolution of issues
• Investigate, troubleshoot, and fix complex technical issues and investigate
• Maintain clear documentation and communication with clients throughout the support lifecycle, and approach each interaction with a customer-obsessed mindset
• Collaborate with the other teams in Product Solutions to relay user feedback, identify recurring issues, run audits and contribute to product improvements
• Maintain and update internal knowledge base articles, FAQs, and user guides to enhance self-service support options and reduce incoming ticket volume
• Run Quality Assurance check on our Support AI Chatbot and provide ongoing coaching to ensure proper responses for issue resolution
• Attract top-tier talent to join our driven team

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.

Requirements

• 1-2 years in a Customer Support Analyst or equivalent role is a plus
• Experience with support software and CRMs (e.g., Zendesk, Salesforce, SQL Knowledge is a plus)
• Demonstrated technical proficiency such as a computer science degree, bootcamp certificate, or previous work experience
• Bias towards data-driven decision-making and analytical skills
• Strong written and verbal communication skills
• Willingness to work in person at our office 5 days a week

Nice to haves include

• Computer Science degree, bootcamp certificate, or equivalent
• Experience building projects using low code / no code tools such as Retool
• Advanced knowledge of Google Sheets or Excel
• Familiarity with DataDog or other similar event-logging software
• Familiarity with Postman or other API testing tools
• Familiarity with Reporting tools such as Tableau
• Experience writing SQL queries

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
• Medical, Dental and Vision premiums covered at 100%
• Fully paid parental leave
• Commuter benefits
• 401k benefits
• Fitness & home services stipend to cover part of your expenses so you can focus on what matters
• A collaborative in-office environment with an open floor plan, fully stocked kitchen, and all meals covered in the office
• 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 $75,000 - $95,000. 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 kind without regard to race, color, religion, age, sex, national origin, disability status, genetic information, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by applicable federal, state, or local law.

Employment with EliseAI is on an “at-will” basis, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We will also consider qualified applicants in accordance with the Austin Fair Chance Hiring Ordinance.

If you need assistance or a reasonable accommodation during the application or recruiting process due to a disability, please contact us at [e-mail].