CX Solutions Associate at EliseAI

New York, New York, United States

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Housing, HealthcareIndustries

Requirements

1–3 years of experience in a support operations, IT helpdesk, or customer service admin role
Proficiency with Zendesk or similar ticketing/support platforms
Strong analytical skills and process-oriented mindset
Excellent attention to detail and documentation skills
Self-starter who thrives in a fast-paced, high-ownership environment
Willing to work in person at our NYC office 4–5 days per week

Responsibilities

Own day-to-day Zendesk configuration, including ticket forms, macros, triggers, automations, roles, and views
Maintain system integrity through regular audits and updates to workflows and permissions
Serve as the go-to resource for support tool troubleshooting and vendor coordination (e.g., Zendesk, Assembled)
Document and update internal runbooks, onboarding materials, and process guides
Monitor ticket queues and triage processes to identify and eliminate bottlenecks
Implement and iterate on views, triggers, SLAs, and routing rules that improve time to first response and resolution
Analyze historical ticket data to surface themes and recommend process or staffing changes
Collaborate cross-functionally with Support, CS-Ops, and AI-Ops to identify high-leverage opportunities to streamline processes
Make proactive recommendations for automation, workflow improvements, or support content to help reduce inbound volume and improve time to resolution

Skills

Key technologies and capabilities for this role

ZendeskNPSCSATVoice of the CustomerSelf-ServiceTicket DeflectionCustomer FeedbackWorkflow OptimizationKPI Analysis

Questions & Answers

Common questions about this position

Is this role remote or onsite?

This is an onsite position.

What is the salary range for the CX Solutions Associate role?

This information is not specified in the job description.

What key skills are required for this position?

Key skills include Zendesk administration (ticket forms, macros, triggers, automations), support tool troubleshooting, monitoring ticket queues, analyzing ticket data, and process optimization.

What is the focus of the CX Solutions team?

The team is hyper-focused on four core themes: Voice of the Customer, Self-Service & Ticket Deflection, Empowered Support, and Customer Feedback Loop to drive a seamless and scalable client experience.

What makes a strong candidate for this role?

A strong candidate has experience with Zendesk configuration and administration, optimizing support workflows, analyzing ticket data, and a passion for improving customer support KPIs like ticket closure rate and response times.

EliseAI

Conversational AI solutions for businesses

About EliseAI

EliseAI provides conversational artificial intelligence solutions tailored for businesses in the real estate and healthcare sectors. The platform automates customer interactions and operational workflows, integrating with existing systems like Property Management Systems and Customer Relationship Management systems. For real estate clients, EliseAI streamlines the leasing process with tools for automated tour scheduling and virtual tour management, allowing potential renters to receive responses and schedule appointments 24/7. In healthcare, EliseAI acts as an AI assistant to manage patient inquiries and appointment scheduling, enhancing efficiency in medical facilities. The company operates on a Software-as-a-Service model, charging subscription fees based on service levels and customization. EliseAI's goal is to improve operational efficiency and customer satisfaction by automating routine tasks and providing valuable insights through analytics.

New York City, New YorkHeadquarters

2017Year Founded

$138MTotal Funding

SERIES_DCompany Stage

Enterprise Software, AI & Machine Learning, Real Estate, HealthcareIndustries

201-500Employees

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

Fun company social events through our Elise and the City program

Unlimited vacation and paid holidays

Risks

Increased competition from companies like Colleen AI and Funnel may erode market share.

Expansion into healthcare faces challenges due to regulatory requirements and integration issues.

Reliance on proprietary technology poses risks if competitors develop superior solutions.

Differentiation

EliseAI integrates seamlessly with PMS, CRM, and calendar applications for efficient communication.

The platform handles 50% of tour appointments, with 27% scheduled after business hours.

EliseAI supports multiple languages, enhancing its utility in diverse markets.

Upsides

EliseAI's Series D funding of $75M boosts its market expansion and product development.

The platform's AI-driven predictive analytics improve rental pricing and occupancy forecasting.

Growing demand for AI in telehealth services aligns with EliseAI's HealthAI expansion.

Land your dream remote job 3x faster with AI

Try Jobo Free