CX Solutions Specialist, Automation & Platform | Housing

EliseAI • New York, NY

3d • $80,000 - $120,000 • Onsite

About The Position

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. About the role Are you energized by the rapid evolution of AI and excited to put cutting-edge tools into action? Do you thrive at the intersection of technology, operations, and customer experience? As a CX Solutions Specialist, you’ll be at the forefront of testing, implementing, and scaling AI-powered solutions that directly improve how we support our clients. You’ll architect automation workflows, optimize our support platforms, and help shape how we operationalize feedback across the customer journey. You’ll play a key role in building and maintaining the technical infrastructure that powers our support operations and Voice of the Customer program. From first response to final resolution, your work will have a direct impact on core CX metrics—including first response time, full resolution time, CSAT, and NPS—and will enable our teams to focus on what matters most: delivering a world-class experience to our clients. About the CX Solutions Team Our team is hyper-focused on four core themes that drive a more seamless and scalable client experience: 1. Voice of the Customer: We’re building a robust Voice of the Customer program by capturing feedback through formal channels (like NPS and surveys), informal sources (such as Zendesk tickets and client calls), and implicit user behavior. These insights guide how we identify friction points and design an experience that minimizes confusion and helps our clients succeed. 2. Self-Service & Ticket Deflection: When clients do encounter challenges, we aim to provide fast, effective support through self-service tools and AI-enabled solutions that reduce reliance on human support and enable quicker resolutions. 3. Empowered Support: For moments that require a human touch, we focus on equipping our support teams with the tools, workflows, and context they need to deliver efficient, high-quality service at scale. 4. Customer Feedback Loop: We continuously analyze service interactions, behavioral data, and client feedback to ensure insights are fed back into product development, CX strategy, and content improvements. Move at rocket speed, build something massive. We’re scaling fast, solving real client problems with precision and ambition. Here, you own your impact; full autonomy, no micromanagement, no fluff. We hire the best, expect the best, and give you the masterclass of your career. It’s hard, it’s intense, and it’s the most rewarding work you’ll ever do. If you’re hungry, driven, and ready to build something massive, climb aboard.

Requirements

• 3-5 years of experience in support operations, technical operations, or platform administration—ideally in a SaaS environment
• Advanced proficiency with Zendesk (or similar ticketing platform), including API usage, automation design, and configuration best practices
• Strong technical aptitude and ability to translate operational needs into scalable system designs
• Highly detail-oriented with excellent documentation, troubleshooting, and communication skills
• Comfortable working in person at our NYC office 4–5 days per week

Nice To Haves

• Experience implementing or integrating AI-powered workflows or bots is a strong plus
• Familiarity with scripting (e.g., Python, JavaScript) or data tools (e.g., SQL, Looker, Explore) is a plus

Responsibilities

• Automation & Platform Development Design and implement automations and workflows in Zendesk and Assembled to deflect tickets, improve ticket handling, and analyze feedback/themes across platforms
• Partner with cross functional teams to implement AI-enabled solutions such as automatically QA human and AI interactions, generating content, and identifying VoC themes
• Maintain and expand custom integrations across support tools (e.g., using APIs, webhooks, and scripts)
• System Administration & Optimization Own end-to-end strategic system configuration in Zendesk: triggers and automations, side conversations, support applications, etc
• Troubleshoot technical issues and collaborate with vendors (Zendesk, Assembled) to resolve and optimize platform performance
• Maintain comprehensive documentation and runbooks for technical processes and system architecture
• Performance Monitoring & Insights Analyze support data to identify inefficiencies, automation opportunities, and root causes of delays in resolution or response
• Build reporting views and dashboards to track the effectiveness of new workflows and automations
• Collaborate cross-functionally with Support, CS-Ops, Documentation, and Product teams to align on process design and improvement areas

Benefits

• Equity in the company
• Medical, Dental and Vision premiums covered at 100%
• Fully 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
• We'll cover relocation packages and make the move exciting, not painful!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees