Technical Customer Support Team Lead

About EliseAI

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.

That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About The Role

EliseAI is looking for a Technical Customer Support Team Lead who will optimize our processes and manage a team of Support Specialists to provide exceptional service to our clients. You'll play a key role in shaping our customer experience as we continue to scale, ensuring smooth onboarding, effective incident management, and proactive problem-solving.

Responsibilities

• Manage and mentor a team of Support Specialists, fostering a high-performance culture and ensuring professional growth.
• Implement and maintain QA frameworks to improve the quality of support tickets and overall service delivery.
• Confidently handle phone calls and solve escalated tickets, acting as a player-coach to your team.
• Dive deep into our systems, learning how to onboard clients and tailor their preferences into our settings.
• Master our integrations with client email, calendar, CRM, and property management systems.
• Gain insights into our clients' businesses, understanding how reported issues impact their operations.
• Communicate promptly with clients to grasp their issues, reproduction steps, and business impact.
• Resolve issues with empathetic, over-the-top customer service, prioritizing based on their business impact.
• Advise clients on best practices for configuring and interacting with their AI Assistant.
• Lead bug investigation efforts, utilizing SQL queries, logs, and data sources to identify root causes and impacts.
• Oversee the creation of highly effective ClickUp tickets, ensuring clear documentation of issues, reproduction steps, and business impact.
• Coordinate communication of bug fixes to clients, ensuring their satisfaction and facilitating updates with team members.

Requirements

• 2+ years managing a support team or engineers.
• 2+ years in Support or Triage Engineering, including writing bug tickets (e.g., in Jira) and interpreting logs (e.g., in Datadog).
• Passion for digging into problems and constant improvement.
• Ability to stay calm and prioritize under pressure.
• Experience reviewing code and writing complex SQL queries .
• Experience with support software and CRMs (e.g., Zendesk, Salesforce).
• Must thrive in a fast-paced environment.
• Willing to work in person at NYC headquarters with your team 4-5 days per week.

Why Join

Growth and impact. It’s not often that you can get in on the ground floor of a funded startup that’s scaling. That means that instead of following a playbook, you’ll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You’ll learn what works when you succeed and what doesn’t when you fail. Either way, the rest of the team will be here to support you.

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following 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
• Our brand new Midtown south office 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 from outside of the Greater NYC metro area - we'll make the move exciting, not painful.

Job Compensation Range:

The salary range for this role is $140,000 - $170,000. EliseAI offers a competitive total rewards package which includes base salary, equity, and a comprehensive benefits & perks package. Exact compensation is determined based on a number of factors including experience, skill level, location and qualifications which are assessed during the interview process. Additional details about total compensation and benefits will be provided by our Recruiting Team during the hiring process.

EliseAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected].