Product Solutions Lead

About EliseAI

We're improving the industries that matter most: housing and healthcare. Everyone needs a place to live and access to quality healthcare, yet both are often harder to secure than they should be. By integrating AI agents deeply into existing workflows, we make them more efficient, reduce costs, and improve the experience for everyone.

About The Role

Most people in support-adjacent roles spend their careers asking permission to talk to Engineering. Submitting tickets. Waiting. Getting answers too late to matter. That's not this job. As a Product Solutions Lead, you own a vertical: its health, its client relationships, its output. You sit at the intersection of Engineering, Product, and CS with the access and mandate to actually move things.

Key Responsibilities

• Resolve the most complex technical issues across EliseAI's product suite: SQL, logs, APIs, root cause, business impact
• Build a direct relationship with Engineering that makes both sides faster, no intermediaries, no walls
• Coach your team of analysts in real time, raising the floor on quality, speed, and technical depth
• Translate patterns and friction points from the ground into something Product and Engineering can act on
• Own team standards: documentation, escalation protocols, ticket quality, and client communication
• Track segment health metrics and act on them before anyone has to ask
• Move at rocket speed, build something massive. We’re scaling fast, solving real client problems with precision and ambition.

Requirements

• 4+ years of experience in technical support, product operations, or solutions roles
• Prior experience managing or mentoring team members
• Strong analytical skills and a bias toward data-driven decision-making
• Experience investigating issues using SQL, logs, or API tools
• Experience with support platforms and CRMs (e.g., Zendesk, Salesforce)
• Exceptional written and verbal communication skills
• Proven experience in a customer-facing role
• Demonstrated ability to balance hands-on technical work with team leadership
• Ability to work onsite in NYC 4 to 5 days per week

Benefits

• Competitive salaries
• Medical, Dental and Vision premiums covered at 100%
• Completely 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

Job Compensation Range

The salary range for this role is $130,000 - $160,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process.