🛠 Tech Stack

💼 About This Role

You'll lead a team of support analysts providing empathetic technical support to end users of EliseAI's housing and healthcare platforms. You'll serve as the primary escalation point for complex issues and drive platform improvements through cross-functional collaboration. This role combines people leadership with technical investigation skills.

🎯 What You'll Do

• Serve as escalation point for complex Tier 2/3 end user issues
• Investigate root causes using SQL, logs, and APIs
• Manage and develop a team of 5+ analysts
• Own quality assurance for AI chatbot and support metrics

📋 Requirements

• 4+ years in customer support, product operations, or solutions roles
• Experience managing or mentoring a team of support analysts
• Hands-on experience with SQL for issue investigation
• Experience with Zendesk or similar ticketing platforms

✨ Nice to Have

• Experience in fintech or consumer financial services
• Experience with Linear
• Experience with AI-driven support products

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 💰 Competitive salary and equity
• 🏥 Health, dental, and vision insurance
• 📈 401(k) plan
• 🏢 Onsite in NYC

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Technical Screen· 45 min
3. 3Onsite Interviews· 4 hours