Product Solutions Lead, B2C

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.

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.

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.