VP of Product Support | Housing

About EliseAI

At EliseAI were 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.

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

• 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.

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 EliseAIs support operations for our end users of prospect and resident-facing products. These products power some of lifes 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 5000 weekly tickets while maintaining exceptional CSAT and consumer trust. Youll 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 EliseAIs mission to deliver seamless prospect and resident experiences. Building our first end-user support function separate from our B2B support

• Scale operations to 5000 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.

Were 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. Its hard its intense and its the most rewarding work youll ever do. If youre 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 5000 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. Its not often that you can get in on the ground floor of a funded (unicorn!) startup thats scaling so fast. 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

• Medical Dental and Vision premiums covered at 100%

• Fully paid parental leave

• Commuter benefits

• 401k benefits

• Fitness & home services stipend to cover part of your expenses so you can focus on what matters

• A collaborative in-office environment with an open floor plan fully stocked kitchen and all meals covered in the office

• 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 $210000 - $300000. 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:

Exec