CX Operations Manager

About EliseAIAt 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 roleWe'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 ResponsibilitiesZendesk Administration & Workflow DesignOwn and administer Zendesk across Support, Guide, Explore, and AI featuresDesign ticket workflows including intake, routing, prioritization, escalations, triggers, automations, SLAs, views, macros, and custom fieldsConfigure agent roles, permissions, and queue structures; serve as Zendesk subject-matter expertAutomation & AI-Powered SupportEvaluate and implement AI-powered CX tools (bots, auto-triage, suggested replies, deflection)Deploy automation flows that reduce manual work and improve response timesStrategic OperationsPartner with leadership to identify bottlenecks and recommend improvementsTranslate product changes into scalable support processes and document workflows for scaleAnalytics & ReportingBuild dashboards tracking volume, backlog, SLA adherence, CSAT, and efficiency trendsSurface automation opportunities and create feedback loops to Product teamsDay-to-Day ExecutionOwn daily CX Solutions tickets (the SalesOps equivalent for support)Manage Help Center structure, content workflows, and integrations with adjacent systemsTroubleshoot technical issues and respond to internal team needsRequirements3+ years of experience with Zendesk in a B2B environment - Deep expertise across Support, Guide, Explore, and administrationAutomation and AI familiarity - Experience evaluating and implementing AI-driven support toolsSystems thinker - You think in inputs, outputs, and tradeoffs; you design processes that scaleStrategic executor - Balance hands-on work with proactive recommendationsCross-functional collaborator - Experience partnering with Support, Product, and Ops teamsClear communicator - Translate complex systems into simple decisionsBias toward action - Move fast, iterate quickly, execute without overthinkingWillingness to work in person at our office 4-5 days a weekMove at Rocket Speed, Build Something MassiveWe're scaling fast, solving real client problems with precision and ambition. Here, you own your impact: full autonomy, no micromanagement, no fluff.We hire the best, expect the best, and give you the masterclass of your career. It's hard, it's intense, and it's the most rewarding work you'll ever do. If you're hungry, driven, and ready to build something massive, climb aboard.Why JoinGrowth and impact. It's not often that you can get in on the ground floor of a funded (unicorn!) startup that's scaling so fast. That means that instead of following a playbook, you'll be writing it. Every single day you will be challenged to identify how we can scale and execute on it. You'll learn what works when you succeed and what doesn't when you fail. Either way, the rest of the team will be here to support you.BenefitsIn 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 optionsMedical, Dental and Vision premiums covered at 100%Fully paid parental leaveCommuter benefits401k benefitsMonthly fitness stipendA collaborative in-office environment with an open floor plan, fully stocked kitchen, and company-paid lunchFun company social events through our Elise and the City programUnlimited vacation and paid holidaysWe'll cover relocation packages and make the move exciting, not painful!Job Compensation RangeThe salary range for this role is $120,000 - $150,000. 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.