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EliseAIEliseAINew York, NY

Customer Sentiment Specialist | Housing

Proactively calls client on-site teams to gather sentiment, build relationships, provide product support, troubleshoot issues, and escalate when needed. Serves as a trusted partner between Customer Success and Product Solutions, spotting trends from conversations.

70k – 85k/yr
On-siteCustomer Success

About the role

Key Responsibilities

  • Proactively call our client on-site teams to gather sentiment, feedback, and insights
  • Build strong, trusted relationships through thoughtful, human conversations
  • Become an expert in one EliseAI product and confidently support users
  • Help walk customers through basic troubleshooting or setup when needed
  • Recognize when an issue needs deeper support and escalate thoughtfully
  • Create clear, well-documented support tickets with helpful context
  • Partner closely with Customer Success and Product Solutions
  • Spot patterns and trends from conversations and share insights with the team
  • Support light Customer Success Associate tasks as needed

Requirements

  • A strong communicator who's curious, empathetic, and solution-oriented
  • Experience supporting customers over the phone and navigating live conversations
  • Comfort explaining technical concepts in a clear, approachable way
  • Desire to become a product expert and a trusted partner to customers
  • A collaborative, team-first mindset
  • Willingness to work onsite in our NYC office 4–5 days per week

Compensation & Benefits

  • Base salary range: $70,000 - $85,000
  • Equity in the company
  • Medical, Dental and Vision premiums covered at 100%
  • Fully paid parental leave
  • Commuter benefits
  • 401k benefits
  • Fitness & home services stipend
  • Unlimited vacation and paid holidays

Skills

Customer SupportPhone SupportTroubleshootingTechnical CommunicationSupport TicketsCustomer Sentiment AnalysisProduct ExpertiseCustomer SuccessFeedback CollectionEscalation Management
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