Product Solutions Lead

EliseAI • New York, NY

1d • $130,000 - $160,000 • Onsite

About The Position

As a Product Solutions Lead, you will combine technical depth, customer empathy, and people leadership. You will serve as a product subject matter expert while managing and developing a team of 3–5 Product Solutions Analysts.
You will be responsible for ensuring high-quality technical investigations, strong customer communication, and consistent execution standards across the team. This role requires strong analytical thinking, operational rigor, and the ability to coach and elevate others in a fast-paced environment.

Requirements

• 4+ years of experience in technical support, product operations, or solutions roles
• Prior experience managing or mentoring team members
• Strong analytical skills and a bias toward data-driven decision-making
• Experience investigating issues using SQL, logs, or API tools
• Experience with support platforms and CRMs (e.g., Zendesk, Salesforce)
• Exceptional written and verbal communication skills
• Proven experience in a customer-facing role
• Demonstrated ability to balance hands-on technical work with team leadership
• Ability to work onsite in NYC 4–5 days per week

Responsibilities

• Serve as a subject matter expert and escalation point across EliseAI’s product suite, investigating complex technical issues (SQL, logs, APIs) and identifying root causes with clear business impact
• Partner cross-functionally with Customer Success, Product, and Engineering to drive efficient issue resolution and inform roadmap decisions
• Manage and develop a team of 3–5 Product Solutions Analysts, providing real-time coaching and ongoing performance feedback
• Lead onboarding new hires and continuous training to strengthen product knowledge and technical capabilities across the team
• Own high-quality documentation and ticket standards to ensure clarity, speed, and accountability in escalations
• Monitor team metrics and customer impact data to continuously refine prioritization, communication, and execution standards
• Move at rocket speed, build something massive.

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