EliseAI · 5 months ago
CX Solutions Specialist, Voice of the Customer | Housing
New York City
Full-time
Onsite
Mid Level
$90K/yr - $120K/yr
3+ years expEliseAI develops cutting-edge agentic AI technology for industries fundamental to our lives, including housing and healthcare. The CX Solutions Specialist will build and scale the Voice of the Customer program, capturing and synthesizing client feedback to drive improvements in customer experience, product, and operational strategy.
Artificial Intelligence (AI)Business IntelligenceMachine LearningProperty ManagementPropTechReal Estate
Responsibilities
Build and manage scalable VoC processes to capture feedback across surveys (e.g., NPS, CSAT), Zendesk tickets, customer calls, and product usage data
Identify key feedback touchpoints and ensure consistent tagging, attribution, and tracking across platforms
Maintain and evolve our centralized feedback repository, ensuring clarity, traceability, and accessibility across teams
Analyze structured and unstructured feedback to identify patterns, emerging pain points, and feature requests
Develop dashboards and reports that translate customer sentiment into clear, actionable insights for Product, CX, and leadership teams
Run cohort and behavioral analyses to understand feature adoption trends and customer satisfaction drivers
Partner with CSMs, Product, CS-Ops, and Documentation teams to close the loop on customer feedback and ensure prioritized follow-up
Recommend changes to workflows, help content, product design, and onboarding based on customer feedback themes
Work closely with Enablement to inform educational content, campaigns, and communications based on VoC insights
Administer VoC tooling (e.g., survey tools, analytics platforms, tagging systems), ensuring data accuracy and process consistency
Support automation of feedback collection, tagging, and routing through Zendesk, Slack, Attention, and integrated systems
Document VoC processes, taxonomy, and workflows for internal reference and onboarding
Qualification
Required
3-5 years in Customer Experience, Support Ops, CX Insights, or Product Marketing (ideally in B2B SaaS)
Strong analytical skills with experience using SQL, Hex, Zendesk Explore, or similar BI tools
Experience designing and analyzing surveys (e.g., NPS, CSAT) and managing structured and unstructured feedback
Proven ability to translate customer data into actionable recommendations for cross-functional teams
Highly organized, detail-oriented, and process-driven with excellent communication skills
Comfortable working in person at our NYC office 4–5 days per week
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!
Company
EliseAI
EliseAI is an AI-driven company that offers automation, streamlining workflows, and unique needs of housing and healthcare operations.
201-500 employees
H1B Sponsorship
EliseAI has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (11)
2023 (6)
2022 (5)
2021 (1)
2020 (4)
Funding
Current Stage
Late StageTotal Funding
$391.93MKey Investors
Andreessen HorowitzSapphire VenturesPoint72 Ventures
2025-08-19Series E· $250M
2024-08-14Series D· $75M
2023-06-06Series C· $35M
Leadership Team
Minna Song
Cofounder & CEO
Recent News
Crunchbase News
2025-12-23
2025-12-21
Crunchbase News
2025-11-24
Company data provided by crunchbase