# End User Product Solutions Lead

**Company:** [EliseAI](https://hotfix.jobs/companies/eliseai)
**Location:** New York, NY
**Role:** Support Engineering
**Salary:** $130k – $160k/yr
**Experience:** 4+ years
**Skills:** SQL, Zendesk, Datadog, Tableau, Hex, Ai Chatbot, Retool, Postman, Google Sheets, Excel
**Posted:** 2026-04-30

> Leads a team providing Tier 2/3 support for end users of AI platform in housing/healthcare, handling escalations via SQL/logs/APIs, ensuring quality, and driving improvements with Engineering/Product. Requires 4+ years support experience, technical skills, and team management; fintech background preferred.

## Job Description

## 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

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