Director of Product Support | Housing

EliseAI • New York, NY

13h • Onsite

About The Position

We are seeking a Director of Product Support to build, lead, and scale our Product Support organization. This leader will help set the vision, strategy, and execution for how EliseAI delivers best-in-class support experiences, ensuring smooth onboarding, effective incident management, and proactive problem-solving. As Director, you’ll combine operational excellence, technical acumen, and people leadership to ensure our support function scales alongside our rapidly growing business. You will act as a strategic partner to Product, Engineering, and Customer Success, helping to the voice of the customer and driving continuous improvements in product quality and client satisfaction.

Requirements

• 6-8+years of experience in technical/product support, with at least 5 years in leadership roles
• Proven ability to scale and manage high-performing support organizations in SaaS or technology environments
• Strong technical proficiency: SQL, debugging logs, and triaging technical issues
• Deep knowledge of support platforms and CRM systems (e.g., Zendesk, Salesforce, Datadog, LogRocket)
• Excellent communication skills, including executive-level incident communication.
• Empathetic leadership style with a customer-first mindset
• Track record of driving operational improvements and measurable outcomes
• Willingness to work in person at our office 4-5 days a week

Responsibilities

• Partner with Senior Director, Support + Solutions to define strategies and roadmap for Product Support ensuring alignment with company-wide goals
• Grow and mentor a high-performing support team, fostering a culture of empathy, accountability, and innovation
• Establish and monitor KPIs (SLAs, CSAT, backlog management) to ensure excellence at scale
• Design and refine support processes to increase efficiency and scalability
• Implement QA frameworks, incident management workflows, and proactive support strategies
• Oversee ticketing, escalation, and incident response with a player-coach mindset
• Partner with Product and Engineering to report issues themes and deliver insights to drive systemic fixes
• Work with CX Solutions to represent the Voice of the Customer internally, relaying insights and feedback to shape product roadmaps
• Collaborate with Customer Success and Sales to ensure alignment on client needs and outcomes
• Ensure timely, empathetic, and effective communication with clients, especially during escalations
• Oversee development of knowledge bases, documentation, and training resources for both clients and internal teams
• Champion the adoption of AI-powered tools and workflows to enhance client and team productivity
• Attract top tier talent to the team
• 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.

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: Director
• Education Level: No Education Listed
• Number of Employees: 251-500 employees