CX Operations Manager

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

Were hiring a CX Operations Manager to design optimize and scale the systems and processes that power our customer support experience. Youll act as the operational partner to Support and Product leaders owning workflows tooling reporting and AI-driven support capabilities while continuously improving how customer issues flow from intake to resolution.

As our Zendesk administrator and CX tooling expert youll be the technical backbone that enables our support team to scale efficiently while maintaining a high-quality consistent customer experience during a critical growth phase.

Key Responsibilities

Zendesk Administration & Workflow Design

• Own and administer Zendesk across Support Guide Explore and AI features

• Design ticket workflows including intake routing prioritization escalations triggers automations SLAs views macros and custom fields

• Configure agent roles permissions and queue structures; serve as Zendesk subject-matter expert

Automation & AI-Powered Support

• Evaluate and implement AI-powered CX tools (bots auto-triage suggested replies deflection)

• Deploy automation flows that reduce manual work and improve response times

Strategic Operations

• Partner with leadership to identify bottlenecks and recommend improvements

• Translate product changes into scalable support processes and document workflows for scale

Analytics & Reporting

• Build dashboards tracking volume backlog SLA adherence CSAT and efficiency trends

• Surface automation opportunities and create feedback loops to Product teams

Day-to-Day Execution

• Own daily CX Solutions tickets (the SalesOps equivalent for support)

• Manage Help Center structure content workflows and integrations with adjacent systems

• Troubleshoot technical issues and respond to internal team needs

Requirements

• 3 years of experience with Zendesk in a B2B environment - Deep expertise across Support Guide Explore and administration

• Automation and AI familiarity - Experience evaluating and implementing AI-driven support tools

• Systems thinker - You think in inputs outputs and tradeoffs; you design processes that scale

• Strategic executor - Balance hands-on work with proactive recommendations

• Cross-functional collaborator - Experience partnering with Support Product and Ops teams

• Clear communicator - Translate complex systems into simple decisions

• Bias toward action - Move fast iterate quickly execute without overthinking

• Willingness to work in person at our office 4-5 days a week

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.

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 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 $120000 - $150000. 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:

Manager