Product Solutions Lead, B2C

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

EliseAI's Product Solutions, End User team are subject matter experts responsible for solving issues and answering questions for the end users of our platform as they navigate some of life's most critical moments—applying for a new apartment, moving into a new home, renewing a lease, or finding rent payment solutions that fit their financial needs. Our AI system handles baseline issues, and our Product Solutions Analysts provide the human touch when deeper troubleshooting is needed. As the End User Product Solutions Lead, you will set the standard for how we serve our end users.

Key Responsibilities

• Serve as the lead escalation point for complex Tier 2 and Tier 3 end user issues, investigating root causes across SQL databases, system logs, and APIs to deliver accurate, empathetic resolutions within SLA.
• Handle and oversee support interactions across Zendesk and other ticketing systems, ensuring every end user—whether a renter, prospective tenant, or patient—is treated with a customer-obsessed mindset.
• Identify and escalate systemic or high-impact issues to Engineering, Product, and other internal teams, maintaining clear communication and documentation throughout the support lifecycle.
• Own complex processes such as payment and consumer disputes ensuring regulatory compliance and working with third party vendors.

Team Leadership & Development

• Manage and develop a team of 5+ End User Product Solutions Analysts, providing real-time coaching, structured performance feedback, and ongoing mentorship to build both technical and empathy skills.
• Lead onboarding of new analysts and design continuous training programs that build deep product knowledge, technical proficiency, and user-first communication standards across the team.
• Own team scheduling and coverage across the shifts to ensure consistent support quality during peak periods.

Quality, Analytics & AI Oversight

• Run quality assurance checks on EliseAI's Support AI Chatbot, providing ongoing calibration and coaching to improve automated response accuracy and issue resolution rates.
• Monitor team and ticket metrics—volume, resolution time, CSAT, escalation rates—and use data to continuously refine prioritization frameworks and execution standards.
• Collaborate with the broader Solutions team to surface user feedback, identify recurring issue patterns, and run audits that translate end user pain points into actionable product improvements.

Knowledge Management & Documentation

• Own and evolve internal knowledge base articles, FAQs, and user guides to improve self-service support options, reduce incoming ticket volume, and keep the team's reference materials current.
• Maintain high-quality ticket documentation and communication standards to ensure clarity, accountability, and seamless handoffs across the support lifecycle.

Requirements

• 4+ years of experience in customer support, product operations, or solutions roles; experience in fintech or consumer financial services is strongly preferred, as is experience in other end-user-facing consumer sectors (e.g., e-commerce, consumer healthcare, insurance, or marketplace platforms).
• Prior experience managing or mentoring a team of support analysts or product solutions specialists.
• Experience providing end user support via Zendesk or similar ticketing platforms; familiarity with Linear is a plus.
• Strong analytical skills and data-driven approach; hands-on experience with SQL, Hex, Datadog, Tableau, or similar tools for investigating issues and measuring team performance.
• Demonstrated technical proficiency—whether through a computer science or data science degree, bootcamp certificate, or previous work experience in a technical role.
• Experience with or strong understanding of AI-driven support products and workflows and comfort providing QA feedback on automated systems.
• Exceptional written and verbal communication skills, with a track record of translating complex technical findings into clear, empathetic user-facing resolutions.
• A genuine commitment to serving users navigating life's most critical moments, with a customer-obsessed and equity-minded approach to support.
• Ability to work onsite in New York, NY Monday through Friday, with availability for ad hoc weekend support as needed.

Nice to Haves

• Experience with low-code / no-code tools such as Retool for building internal support tooling.
• Advanced proficiency in Google Sheets or Excel for operational reporting and team metrics.
• Familiarity with Datadog or similar event-logging platforms for system issue investigation.
• Familiarity with Postman or other API testing tools.
• Background in consumer fintech, digital banking, consumer lending, or other high-volume B2C platforms.