CX Solutions Specialist, Automation & Platform
CX Solutions Specialist, Automation & Platform
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$ 90000 - 120000
1 Vacancy
Job Description
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 societys overall wellbeing. Conversely any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.
Thats 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
Are you energized by the rapid evolution of AI and excited to put cutting-edge tools into action Do you thrive at the intersection of technology operations and customer experience
As a CX Solutions Specialist youll be at the forefront of testing implementing and scaling AI-powered solutions that directly improve how we support our clients. Youll architect automation workflows optimize our support platforms and help shape how we operationalize feedback across the customer journey.
Youll play a key role in building and maintaining the technical infrastructure that powers our support operations and Voice of the Customer program. From first response to final resolution your work will have a direct impact on core CX metricsincluding first response time full resolution time CSAT and NPSand will enable our teams to focus on what matters most: delivering a world-class experience to our clients.
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: Were 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
Automation & Platform Development
Design and implement automations and workflows in Zendesk and Assembled to deflect tickets improve ticket handling and analyze feedback/themes across platforms
Partner with cross functional teams to implement AI-enabled solutions such as automatically QA human and AI interactions generating content and identifying VoC themes
Maintain and expand custom integrations across support tools (e.g. using APIs webhooks and scripts)
System Administration & Optimization
Own end-to-end strategic system configuration in Zendesk: triggers and automations side conversations support applications etc
Troubleshoot technical issues and collaborate with vendors (Zendesk Assembled) to resolve and optimize platform performance
Maintain comprehensive documentation and runbooks for technical processes and system architecture
Performance Monitoring & Insights
Analyze support data to identify inefficiencies automation opportunities and root causes of delays in resolution or response
Build reporting views and dashboards to track the effectiveness of new workflows and automations
Collaborate cross-functionally with Support CS-Ops Documentation and Product teams to align on process design and improvement areas
Requirements
3-5 years of experience in support operations technical operations or platform administrationideally in a SaaS environment
Advanced proficiency with Zendesk (or similar ticketing platform) including API usage automation design and configuration best practices
Experience implementing or integrating AI-powered workflows or bots is a strong plus
Strong technical aptitude and ability to translate operational needs into scalable system designs
Familiarity with scripting (e.g. Python JavaScript) or data tools (e.g. SQL Looker Explore) is a plus
Highly detail-oriented with excellent documentation troubleshooting and communication skills
Comfortable working in person at our NYC office 45 days per week
Why Join
Growth and impact. Its not often that you can get in on the ground floor of a funded (unicorn!) startup thats scaling. That means that instead of following a playbook youll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. Youll learn what works when you succeed and what doesnt when you fail. Either way the rest of the team will be here to support you.
Benefits
In addition to the growth and impact youll 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
Well cover relocation packages and make the move exciting not painful!
Job Compensation Range
The salary range for this role is $90000 - $120000. 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
Required Experience:
Unclear Seniority
Employment Type
Full-Time
