CX Operations Manager
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 hiring a CX Operations Manager to design, optimize, and scale the systems and processes that power our customer support experience. You'll act as the operational partner to Support and Product leaders, owning workflows, tooling, reporting, and AI-driven support capabilities while continuously improving how customer issues flow from intake to resolution.
As our Zendesk administrator and CX tooling expert, you'll be the technical backbone that enables our support team to scale efficiently while maintaining a high-quality, consistent customer experience during a critical growth phase.
Key Responsibilities
Zendesk Administration & Workflow Design
- Own and administer Zendesk across Support, Guide, Explore, and AI features
- Design ticket workflows including intake, routing, prioritization, escalations, triggers, automations, SLAs, views, macros, and custom fields
- Configure agent roles, permissions, and queu...