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Full-Time

Technical Customer Support Team Lead

Posted on 6/13/2024

EliseAI

EliseAI

51-200 employees

AI-driven property management communication platform

AI & Machine Learning
Real Estate

Compensation Overview

$140k - $170kAnnually

+ Equity

Mid

New York, NY, USA

Category
Customer Success
Customer Support
Customer Success & Support
Required Skills
Communications
Quality Assurance (QA)
Zendesk
Salesforce
Customer Service
Requirements
  • 2+ years managing a support team or engineers.
  • 2+ years in Support or Triage Engineering, including writing bug tickets (e.g., in Jira) and interpreting logs (e.g., in Datadog).
  • Passion for digging into problems and constant improvement.
  • Ability to stay calm and prioritize under pressure.
  • Experience reviewing code and writing complex SQL queries.
  • Experience with support software and CRMs (e.g., Zendesk, Salesforce).
  • Must thrive in a fast-paced environment.
  • Willing to work in person at NYC headquarters with your team 4-5 days per week.
Responsibilities
  • Manage and mentor a team of Support Specialists, fostering a high-performance culture and ensuring professional growth.
  • Implement and maintain QA frameworks to improve the quality of support tickets and overall service delivery.
  • Confidently handle phone calls and solve escalated tickets, acting as a player-coach to your team.
  • Dive deep into our systems, learning how to onboard clients and tailor their preferences into our settings.
  • Master our integrations with client email, calendar, CRM, and property management systems.
  • Gain insights into our clients' businesses, understanding how reported issues impact their operations.
  • Communicate promptly with clients to grasp their issues, reproduction steps, and business impact.
  • Resolve issues with empathetic, over-the-top customer service, prioritizing based on their business impact.
  • Advise clients on best practices for configuring and interacting with their AI Assistant.
  • Lead bug investigation efforts, utilizing SQL queries, logs, and data sources to identify root causes and impacts.
  • Oversee the creation of highly effective ClickUp tickets, ensuring clear documentation of issues, reproduction steps, and business impact.
  • Coordinate communication of bug fixes to clients, ensuring their satisfaction and facilitating updates with team members.

EliseAI provides an all-in-one AI platform for property management, utilizing machine learning to automate communication through email, text, chat, and phone calls. The technology integrates with existing systems, handles prospect inquiries, schedules appointments, and offers customizable responses, ultimately increasing operational efficiencies for businesses in the housing industry.

Company Stage

Series C

Total Funding

$90.8M

Headquarters

New York, New York

Founded

2017

Growth & Insights
Headcount

6 month growth

20%

1 year growth

41%

2 year growth

92%
INACTIVE