VP of Product Support | Housing

EliseAI • New York, NY

97d • $230,000 - $300,000

About The Position

We are seeking a Vice President of Product Support to lead and scale EliseAI’s support operations for our end users of prospect and resident-facing products. These products power some of life’s most essential experiences: finding housing, renewing a lease, and getting maintenance resolved quickly. In this role, you will design and oversee a support function that manages 5,000+ weekly tickets while maintaining exceptional CSAT and consumer trust. You’ll lead strategy, operations, and execution for how EliseAI delivers responsive, empathetic, and efficient support at scale. This leader will also be accountable for incident and emergency management, ensuring EliseAI responds with speed, transparency, and confidence in high-stakes scenarios. Your mandate: ensure that as EliseAI grows our end-user support continues to set the standard for trust, responsiveness, and experience in both housing and healthcare.

Requirements

• 5+ years of experience in scaled support operations, with 3+ years leading large teams in SaaS, housing, healthcare, fintech, or other high-volume, high-stakes industries.
• Proven success leading support functions at 5,000+ weekly ticket volume while maintaining high CSAT and SLA compliance.
• Deep expertise in support automation, self-service strategy, and AI-powered support models.
• Strong technical proficiency with support platforms (Zendesk, Salesforce) and monitoring/logging tools (Datadog, LogRocket).
• Track record of incident and emergency management at scale, with strong executive and end-user communication skills.
• Analytical and data-driven leader with a history of driving measurable operational improvements.
• Empathetic, customer-first leadership style with a bias for efficiency and scalability.
• Willingness to work from our NYC office 5 days per week.

Responsibilities

• Own the vision and strategy for end-user support, aligning support outcomes with EliseAI’s mission to deliver seamless prospect and resident experiences.
• Scale operations to 5,000+ tickets/week while maintaining best-in-class CSAT, response times, and resolution rates.
• Build proactive, scalable systems (automation, self-service, AI-powered workflows, expansion of support channels like live chat or voice) to reduce inbound volume and improve efficiency.
• Establish and oversee incident and emergency response frameworks, ensuring timely, transparent, and empathetic communication to residents, prospects, and clients during critical events.
• Design a data-driven support model: build dashboards, set KPIs, and track performance across SLAs, backlog, FCR, and consumer sentiment.
• Drive a Voice of the End-User program, ensuring systemic issues and product insights are fed back into Product and Engineering roadmaps.
• Partner with Customer Success and Product to reduce repeat issues, improve supportability, and drive down contacts per user.
• Develop a strong leadership bench and organizational design, ensuring the team can scale sustainably as volume grows.
• Champion a culture of empathy and excellence, balancing efficiency with the human touch required in high-stakes housing and healthcare contexts.
• Represent support at the executive level, communicating operational health, user sentiment, and incident updates with clarity and authority.

Benefits

• Equity in the company in the form of stock options.
• Medical, Dental and Vision premiums covered at 100%.
• Fully paid parental leave.
• Commuter benefits.
• 401k benefits.
• Monthly fitness stipend.
• A collaborative in-office environment with an open floor plan, fully stocked kitchen, and company-paid lunch.
• Fun company social events through our Elise and the City program.
• 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: Executive
• Number of Employees: 251-500 employees