CX Solutions Specialist, Voice of the Customer | Housing

EliseAI • New York, NY

2d • $80,000 - $120,000 • Onsite

About The Position

We’re looking for a customer-obsessed Voice of the Customer (VoC) specialist to build and scale our VoC program from the ground up. You’ll define how we collect, synthesize, and act on client feedback across multiple channels, producing actionable insights for cross-functional teams and ensuring our feedback loop drives meaningful improvements in CX, product, and operational strategy. You’ll directly impact key KPIs—including NPS, CSAT, feature adoption, and retention. 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.

Requirements

• 3-5 years in Customer Experience, Support Ops, CX Insights, or Product Marketing (ideally in B2B SaaS)
• Strong analytical skills with experience using SQL, Hex, Zendesk Explore, or similar BI tools
• Experience designing and analyzing surveys (e.g., NPS, CSAT) and managing structured and unstructured feedback
• Proven ability to translate customer data into actionable recommendations for cross-functional teams
• Highly organized, detail-oriented, and process-driven with excellent communication skills
• Comfortable working in person at our NYC office 4–5 days per week

Responsibilities

• Build and manage scalable VoC processes to capture feedback across surveys (e.g., NPS, CSAT), Zendesk tickets, customer calls, and product usage data
• Identify key feedback touchpoints and ensure consistent tagging, attribution, and tracking across platforms
• Maintain and evolve our centralized feedback repository, ensuring clarity, traceability, and accessibility across teams
• Analyze structured and unstructured feedback to identify patterns, emerging pain points, and feature requests
• Develop dashboards and reports that translate customer sentiment into clear, actionable insights for Product, CX, and leadership teams
• Run cohort and behavioral analyses to understand feature adoption trends and customer satisfaction drivers
• Partner with CSMs, Product, CS-Ops, and Documentation teams to close the loop on customer feedback and ensure prioritized follow-up
• Recommend changes to workflows, help content, product design, and onboarding based on customer feedback themes
• Work closely with Enablement to inform educational content, campaigns, and communications based on VoC insights
• Administer VoC tooling (e.g., survey tools, analytics platforms, tagging systems), ensuring data accuracy and process consistency
• Support automation of feedback collection, tagging, and routing through Zendesk, Slack, Attention, and integrated systems
• Document VoC processes, taxonomy, and workflows for internal reference and onboarding

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