Director 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.

• 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.

• 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 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

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 

• 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

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

• 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

• We'll cover relocation packages and make the move exciting, not painful!

Job Compensation Range

The salary range for this role is $150,000 - $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]