Director of Product Support | Housing

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.

We recently raised a $250 million Series E round led by Andreessen Horowitz to accelerate this mission.

About The Role

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.

About The Technical Solutions & Support Team

EliseAI’s Technical Solutions & Support team are subject matter experts responsible for solving issues and answering questions for our customers. Our Solutions & Support team members possess in-depth system knowledge on our individual client configurations and systems and configuration data access. The team works with other internal teams to troubleshoot customer issues and ensure the best possible customer experience.

Key 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
  

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
  

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 $160,000 - $185,000. 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]