CX Solutions Specialist, Automation & Platform at EliseAI

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Housing, HealthcareIndustries

Requirements

Energized by rapid evolution of AI and excited to apply cutting-edge tools
Thrive at intersection of technology, operations, and customer experience
Experience with Zendesk (triggers, automations, side conversations, support applications)
Experience with Assembled
Ability to design and implement automations and workflows
Skills in maintaining and expanding custom integrations (APIs, webhooks, scripts)
Ability to troubleshoot technical issues and collaborate with vendors
Proficiency in analyzing support data for inefficiencies, automation opportunities, and root causes
Experience building reporting views and dashboards
Cross-functional collaboration skills (with Support, CS-Ops, Documentation, Product teams)

Responsibilities

Design and implement automations and workflows in Zendesk and Assembled to deflect tickets, improve ticket handling, and analyze feedback/themes
Partner with cross-functional teams to implement AI-enabled solutions (e.g., QA human/AI interactions, generating content, identifying VoC themes)
Maintain and expand custom integrations across support tools using APIs, webhooks, and scripts
Own end-to-end strategic system configuration in Zendesk (triggers, automations, side conversations, support applications)
Troubleshoot technical issues and collaborate with vendors (Zendesk, Assembled) to resolve and optimize platform performance
Maintain comprehensive documentation and runbooks for technical processes and system architecture
Analyze support data to identify inefficiencies, automation opportunities, and root causes of delays
Build reporting views and dashboards to track effectiveness of workflows and automations
Collaborate cross-functionally with Support, CS-Ops, Documentation, and Product teams
Contribute to Voice of the Customer program, self-service/ticket deflection, empowered support, and customer feedback loop initiatives

Skills

Automation

Zendesk

Workflow Automation

Voice of the Customer

NPS

CSAT

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.

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