VP of Product Support | Housing

About EliseAI

At EliseAI, we're improving the industries that matter most: housing and healthcare. Everyone needs a place to live and access to quality healthcare, yet both are often harder to secure than they should be.

By integrating AI agents deeply into existing workflows, we make them more efficient, reduce costs, and improve the experience for everyone.

• Healthcare: We make it easy to schedule appointments, complete intake forms, and we help patients communicate with providers, so everyone can focus on health instead of paperwork.
  

• Housing: We simplify how renters tour apartments, sign leases, submit maintenance requests, and stay connected with their property team—bringing everything they need for their home into one place.

With EliseAI, organizations reduce manual work, improve accessibility, and deliver a seamless experience across essential services.

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

About the Role

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.

Key Responsibilities

• Own the vision and strategy for end-user support, aligning support outcomes with EliseAI’s mission to deliver seamless prospect and resident experiences. Building our first end-user support function, separate from our B2B support

• 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

Move at rocket speed, build something massive.

We’re scaling fast, solving real client problems with precision and ambition. Here, you own your impact; full autonomy, no micromanagement, no fluff.

We hire the best, expect the best, and give you the masterclass of your career. It’s hard, it’s intense, and it’s the most rewarding work you’ll ever do. If you’re hungry, driven, and ready to build something massive, climb aboard.

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

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 so fast. 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 $230,000 - $300,000. 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]