CX Solutions Associate

About EliseAI

EliseAI develops cutting-edge agentic 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

As a CX Solutions Associate, you’ll play a key role in ensuring the tools and processes that power our customer support team are efficient, reliable, and continuously optimized. Your work will directly impact key support KPI: improving our ticket closure rate, reducing full resolution and first response times, and CSAT.

About the CX Solutions team

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.

Key Responsibilities

• Zendesk & Support Tool Administration

  • Own day-to-day Zendesk configuration, including ticket forms, macros, triggers, automations, roles, and views

  • Maintain system integrity through regular audits and updates to workflows and permissions

  • Serve as the go-to resource for support tool troubleshooting and vendor coordination (e.g., Zendesk, Assembled)

  • Document and update internal runbooks, onboarding materials, and process guides

• Optimize Response & Resolution Times

  • Monitor ticket queues and triage processes to identify and eliminate bottlenecks

  • Implement and iterate on views, triggers, SLAs, and routing rules that improve time to first response and resolution

  • Analyze historical ticket data to surface themes and recommend process or staffing changes

• Continuous Improvement

  • Collaborate cross-functionally with Support, CS-Ops, and AI-Ops to identify high-leverage opportunities to streamline processes

  • Make proactive recommendations for automation, workflow improvements, or support content to help reduce inbound volume and improve time to resolution

Requirements

• 1–3 years of experience in a support operations, IT helpdesk, or customer service admin role

• Proficiency with Zendesk or similar ticketing/support platforms

• Strong analytical skills and process-oriented mindset

• Excellent attention to detail and documentation skills

• Self-starter who thrives in a fast-paced, high-ownership environment

• Willing to work in person at our NYC office 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 (unicorn!) 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

• 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!

Job Compensation Range

The salary range for this role is $70,000 - $90,000. 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.

Please note that employment with EliseAI is on an "at-will" basis, which means that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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]