End User Product Solutions Lead

Key Responsibilities

End User Support & Escalation

• Serve as the lead escalation point for complex Tier 2 and Tier 3 end user issues, investigating root causes across SQL databases, system logs, and APIs to deliver accurate, empathetic resolutions within SLA
• Handle and oversee support interactions across Zendesk and other ticketing systems, ensuring every end user—whether a renter, prospective tenant, or patient—is treated with a customer-obsessed mindset
• Identify and escalate systemic or high-impact issues to Engineering, Product, and other internal teams, maintaining clear communication and documentation throughout the support lifecycle
• Own complex processes such as payment and consumer disputes ensuring regulatory compliance and working with third party vendors

Team Leadership & Development

• Manage and develop a team of 5+ End User Product Solutions Analysts, providing real-time coaching, structured performance feedback, and ongoing mentorship to build both technical and empathy skills
• Lead onboarding of new analysts and design continuous training programs that build deep product knowledge, technical proficiency, and user-first communication standards across the team
• Own team scheduling and coverage across the shifts to ensure consistent support quality during peak periods

Quality, Analytics & AI Oversight

• Run quality assurance checks on EliseAI's Support AI Chatbot, providing ongoing calibration and coaching to improve automated response accuracy and issue resolution rates
• Monitor team and ticket metrics—volume, resolution time, CSAT, escalation rates—and use data to continuously refine prioritization frameworks and execution standards
• Collaborate with the broader Solutions team to surface user feedback, identify recurring issue patterns, and run audits that translate end user pain points into actionable product improvements

Knowledge Management & Documentation

• Own and evolve internal knowledge base articles, FAQs, and user guides to improve self-service support options, reduce incoming ticket volume, and keep the team's reference materials current
• Maintain high-quality ticket documentation and communication standards to ensure clarity, accountability, and seamless handoffs across the support lifecycle

Requirements

• 4+ years of experience in customer support, product operations, or solutions roles; experience in fintech or consumer financial services is strongly preferred, as is experience in other end-user-facing consumer sectors (e.g., e-commerce, consumer healthcare, insurance, or marketplace platforms)
• Prior experience managing or mentoring a team of support analysts or product solutions specialists
• Experience providing end user support via Zendesk or similar ticketing platforms; familiarity with Linear is a plus
• Strong analytical skills and data-driven approach; hands-on experience with SQL, Hex, Datadog, Tableau, or similar tools for investigating issues and measuring team performance
• Demonstrated technical proficiency—whether through a computer science or data science degree, bootcamp certificate, or previous work experience in a technical role
• Experience with or strong understanding of AI-driven support products and workflows and comfort providing QA feedback on automated systems
• Exceptional written and verbal communication skills, with a track record of translating complex technical findings into clear, empathetic user-facing resolutions
• A genuine commitment to serving users navigating life's most critical moments, with a customer-obsessed and equity-minded approach to support
• Ability to work onsite in New York, NY Monday through Friday, with availability for ad hoc weekend support as needed

Nice to Haves

• Experience with low-code / no-code tools such as Retool for building internal support tooling
• Advanced proficiency in Google Sheets or Excel for operational reporting and team metrics
• Familiarity with Datadog or similar event-logging platforms for system issue investigation
• Familiarity with Postman or other API testing tools
• Background in consumer fintech, digital banking, consumer lending, or other high-volume B2C platforms

Compensation

• Salary range: $130,000–$160,000
• Competitive total rewards package including base salary, equity, and comprehensive benefits