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.

• 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 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)