Support Lead | Housing at EliseAI

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

HousingIndustries

Requirements

3–7 years of experience in technical support, with 1+ years managing a support team or function
Proficient with SQL, debugging logs, and creating/triaging technical issues
Deep knowledge of support platforms and CRM systems (Zendesk, Salesforce)
Proven success building high-trust, high-output teams in fast-paced or startup environments
Excellent verbal and written communication skills, including handling incident comms
Empathetic leadership style with a strong customer-first mindset
Willingness to work in person at our office 4-5 days a week

Responsibilities

Lead, coach, and mentor a team of Technical Support Analysts, driving a culture of high performance, empathy and continuous improvement
Build and maintain QA frameworks and career development tracks for direct reports
Own and improve key metrics including SLAs, CSAT, ticket queue management and backlog
Design and refine support processes to improve operational efficiency and scale as the company grows
Investigate and triage bugs using SQL, application logs, and support platforms (e.g., Zendesk, Datadog, Logrocket), and act as a point of escalation for the team
Act as the voice of the customer by relaying insights to Solutions, Product, and Engineering
Experiment with new tools, workflows, and AI-powered enhancements to drive productivity
Represent the Support org internally and externally as a strategic voice and advocate for excellence
Attract top-tier talent to join our driven team

Skills

Key technologies and capabilities for this role

Team LeadershipCustomer SupportTechnical TroubleshootingQA FrameworksMentoringCoachingOperational ExcellenceSystem ConfigurationData Access

Questions & Answers

Common questions about this position

What is the salary for the Support Lead position?

This information is not specified in the job description.

Is this Support Lead role remote or onsite?

The position is onsite.

What skills and experience are required for the Support Lead role?

Candidates need 3–7 years of experience in technical support with 1+ years managing a support team, proficiency with SQL, debugging logs, and creating/triaging technical issues, and deep knowledge of support platforms and CRM systems like Zendesk and Salesforce.

What is the company culture like at EliseAI?

EliseAI fosters a culture of working really hard on impactful problems in housing and healthcare, with a focus on high performance, empathy, continuous improvement, and building high-trust, high-output teams.

What makes a strong candidate for the Support Lead position?

A strong candidate has 3–7 years in technical support including 1+ years managing teams, proficiency in SQL and debugging, deep knowledge of Zendesk and Salesforce, and proven success building high-trust, high-output teams.

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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