Support Lead

About EliseAI

EliseAI develops cutting-edge conversational AI technology for industries fundamental to our lives: housing and healthcare. Everything is built on the foundation of health and home. Broken systems or ineffective processes in these domains have a disproportionate impact on our quality of life and society’s overall wellbeing. Conversely, any solution or technology that solves problems in these areas will have an impact that ripples far beyond them.

That’s the only kind of impact we are interested in having at EliseAI. If you get excited by the thought of working really hard on these kinds of problems, then EliseAI is the right place for you.

About the Role

As a Support Lead, you will oversee and evolve a high-performing team dedicated to providing best-in-class customer support. You’ll blend technical acumen, operational excellence, and people leadership to ensure our support function scales effectively, delivers exceptional client experiences, and contributes meaningfully to product and company strategy.

This is a highly visible, hands-on role ideal for someone passionate about customer-centric support, coaching teams, digging into technical issues, and helping shape the future of AI-assisted and data-driven support.

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 

• Lead, coach, and mentor a team of Technical Support Analysts, driving a culture of high performance, empathy and continuous improvement

• Build and maintain QA frameworks and career development tracks for direct reports

• Own and improve key metrics including SLAs, CSAT, ticket queue management and backlog 

• Design and refine support processes to improve operational efficiency and scale as the company grows

• Investigate and triage bugs using SQL, application logs, and support platforms (e.g., Zendesk, Datadog, Logrocket), and act as a point of escalation for the team

• Act as the voice of the customer by relaying insights to Solutions, Product, and Engineering

• Experiment with new tools, workflows, and AI-powered enhancements to drive productivity

• Represent the Support org internally and externally as a strategic voice and advocate for excellence

Requirements 

• 3–7 years of experience in technical support, with 1+ years managing a support team or function 

• Proficient with SQL, debugging logs, and creating/triaging technical issues

• Deep knowledge of support platforms and CRM systems (Zendesk, Salesforce)

• Proven success building high-trust, high-output teams in fast-paced or startup environments

• Excellent verbal and written communication skills, including handling incident comms

• Empathetic leadership style with a strong customer-first mindset

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

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 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

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

Job Compensation Range

The salary range for this role is $130,000 - $160,000. 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]