EliseAI · 5 months ago
Director of Product Support | Housing
New York, NY
Full-time
Onsite
Director/Executive
$150K/yr - $185K/yr
6+ years expEliseAI is a company focused on improving housing and healthcare through AI integration. They are seeking a Director of Product Support to build and lead the Product Support organization, ensuring best-in-class support experiences and driving continuous improvements in product quality and client satisfaction.
Artificial Intelligence (AI)Business IntelligenceMachine LearningProperty ManagementPropTechReal Estate
Responsibilities
Partner with Senior Director, Support + Solutions to define strategies and roadmap for Product Support ensuring alignment with company-wide goals
Grow and mentor a high-performing support team, fostering a culture of empathy, accountability, and innovation
Establish and monitor KPIs (SLAs, CSAT, backlog management) to ensure excellence at scale
Design and refine support processes to increase efficiency and scalability
Implement QA frameworks, incident management workflows, and proactive support strategies
Oversee ticketing, escalation, and incident response with a player-coach mindset
Partner with Product and Engineering to report issues themes and deliver insights to drive systemic fixes
Work with CX Solutions to represent the Voice of the Customer internally, relaying insights and feedback to shape product roadmaps
Collaborate with Customer Success and Sales to ensure alignment on client needs and outcomes
Ensure timely, empathetic, and effective communication with clients, especially during escalations
Oversee development of knowledge bases, documentation, and training resources for both clients and internal teams
Champion the adoption of AI-powered tools and workflows to enhance client and team productivity
Attract top tier talent to the team
Qualification
Required
6-8+ years of experience in technical/product support, with at least 5 years in leadership roles
Proven ability to scale and manage high-performing support organizations in SaaS or technology environments
Strong technical proficiency: SQL, debugging logs, and triaging technical issues
Deep knowledge of support platforms and CRM systems (e.g., Zendesk, Salesforce, Datadog, LogRocket)
Excellent communication skills, including executive-level incident communication
Empathetic leadership style with a customer-first mindset
Track record of driving operational improvements and measurable outcomes
Willingness to work in person at our office 4-5 days a 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