CX Solutions Associate | 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

As a CX Solutions Associate, you’ll play a key role in ensuring the tools and processes that power our customer support team are efficient, reliable, and continuously optimized. Your work will directly impact key support KPI: improving our ticket closure rate, reducing full resolution and first response times, and CSAT.

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: We’re 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

• Zendesk & Support Tool Administration

  • Own day-to-day Zendesk configuration, including ticket forms, macros, triggers, automations, roles, and views

  • Maintain system integrity through regular audits and updates to workflows and permissions

  • Serve as the go-to resource for support tool troubleshooting and vendor coordination (e.g., Zendesk, Assembled)

  • Document and update internal runbooks, onboarding materials, and process guides

• Optimize Response & Resolution Times

  • Monitor ticket queues and triage processes to identify and eliminate bottlenecks

  • Implement and iterate on views, triggers, SLAs, and routing rules that improve time to first response and resolution

  • Analyze historical ticket data to surface themes and recommend process or staffing changes

• Continuous Improvement

  • Collaborate cross-functionally with Support, CS-Ops, and AI-Ops to identify high-leverage opportunities to streamline processes

  • Make proactive recommendations for automation, workflow improvements, or support content to help reduce inbound volume and improve time to resolution

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

• 1–3 years of experience in a support operations, IT helpdesk, or customer service admin role

• Proficiency with Zendesk or similar ticketing/support platforms

• Stro