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. As the End User Product Solutions Lead, you will set the standard for how we serve our end users. You will combine deep product knowledge, technical investigation skills, and people leadership to ensure your team of 5+ analysts delivers empathetic, efficient, and high-quality support at every touchpoint. You will serve as the primary escalation point for complex user issues, own quality and operational standards for the team, and partner closely with Engineering, Product, and internal teams to close the loop on recurring issues and drive platform improvements. Experience in fintech or consumer financial services is strongly preferred, given the financial and housing contexts in which our end users operate.

Responsibilities

• End User Support & Escalation
• 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 analyti

Benefits

Additional Information

About EliseAI At 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. Housing : We simplify how renters tour apartments, sign leases, submit maintenance requests, and stay connected with their property team-bringing everything they need for their home into one place. Healthcare : We make it easy to schedule appointments, complete intake forms, and we help patients communicate with providers, so everyone can focus on health instead of paperwork. With EliseAI, organizations reduce manual work, improve accessibility, and deliver a seamless experience across essential services. We recently raised a $250 million Series E round led by Andreessen Horowitz to accelerate this mission.

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