CX Solutions Specialist, Voice of the Customer | 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’re looking for a customer-obsessed Voice of the Customer (VoC) specialist to build and scale our VoC program from the ground up. You’ll define how we collect, synthesize, and act on client feedback across multiple channels, producing actionable insights for cross-functional teams and ensuring our feedback loop drives meaningful improvements in CX, product, and operational strategy. You’ll directly impact key KPIs—including NPS, CSAT, feature adoption, and retention.

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

• VoC Program Design & Execution

  • Build and manage scalable VoC processes to capture feedback across surveys (e.g., NPS, CSAT), Zendesk tickets, customer calls, and product usage data

  • Identify key feedback touchpoints and ensure consistent tagging, attribution, and tracking across platforms

  • Maintain and evolve our centralized feedback repository, ensuring clarity, traceability, and accessibility across teams

• Analysis & Insight Generation

  • Analyze structured and unstructured feedback to identify patterns, emerging pain points, and feature requests

  • Develop dashboards and reports that translate customer sentiment into clear, actionable insights for Product, CX, and leadership teams

  • Run cohort and behavioral analyses to understand feature adoption trends and customer satisfaction drivers

• Cross-Functional Collaboration

  • Partner with CSMs, Product, CS-Ops, and Documentation teams to close the loop on customer feedback and ensure prioritized follow-up

  • Recommend changes to workflows, help content, product design, and onboarding based on customer feedback themes

  • Work closely with Enablement to inform educational content, campaigns, and communications based on VoC insights

• System & Tool Ownership

  • Administer VoC tooling (e.g., survey tools, analytics platforms, tagging systems), ensuring data accuracy and process consistency

  • Support automation of feedback collection, tagging, and routing through Zendesk, Slack, Attention, and integrated systems

  • Document VoC processes, taxonomy, and workflows for internal reference and onboarding<