EliseAI · 2 hours ago
VP of Product Support | Housing
New York, NY
Full-time
Onsite
Lead/Staff, Director/Executive
$210K/yr - $300K/yr
5+ years expEliseAI is focused on improving the housing and healthcare industries by integrating AI into workflows. The Vice President of Product Support will lead and scale support operations for end users, ensuring exceptional service while managing a high volume of support tickets.
Artificial Intelligence (AI)Business IntelligenceMachine LearningProperty ManagementPropTechReal Estate
Responsibilities
Own the vision and strategy for end-user support, aligning support outcomes with EliseAI’s mission to deliver seamless prospect and resident experiences. Building our first end-user support function, separate from our B2B support
Scale operations to 5,000+ tickets/week while maintaining best-in-class CSAT, response times, and resolution rates
Build proactive, scalable systems (automation, self-service, AI-powered workflows, expansion of support channels like live chat or voice) to reduce inbound volume and improve efficiency
Establish and oversee incident and emergency response frameworks, ensuring timely, transparent, and empathetic communication to residents, prospects, and clients during critical events
Design a data-driven support model: build dashboards, set KPIs, and track performance across SLAs, backlog, FCR, and consumer sentiment
Drive a Voice of the End-User program, ensuring systemic issues and product insights are fed back into Product and Engineering roadmaps
Partner with Customer Success and Product to reduce repeat issues, improve supportability, and drive down contacts per user
Develop a strong leadership bench and organizational design, ensuring the team can scale sustainably as volume grows
Champion a culture of empathy and excellence, balancing efficiency with the human touch required in high-stakes housing and healthcare contexts
Represent support at the executive level, communicating operational health, user sentiment, and incident updates with clarity and authority
Qualification
Required
5+ years of experience in scaled support operations, with 3+ years leading large teams in SaaS, housing, healthcare, fintech, or other high-volume, high-stakes industries
Proven success leading support functions at 5,000+ weekly ticket volume while maintaining high CSAT and SLA compliance
Deep expertise in support automation, self-service strategy, and AI-powered support models
Strong technical proficiency with support platforms (Zendesk, Salesforce) and monitoring/logging tools (Datadog, LogRocket)
Track record of incident and emergency management at scale, with strong executive and end-user communication skills
Analytical and data-driven leader with a history of driving measurable operational improvements
Empathetic, customer-first leadership style with a bias for efficiency and scalability
Willingness to work from our NYC office 5 days per week
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!
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