Customer Sentiment Specialist | Housing

About the role

EliseAI is looking for a friendly, empathetic Customer Sentiment Specialist who genuinely enjoys talking to people and helping teams feel supported. In this role, you’ll be the voice our on-site teams recognize and trust-checking in proactively, listening closely, and helping surface what’s working (and what’s not) before small issues become big ones.

You’ll become deeply familiar with one of our core products, like Leasing or Delinquency, and use that knowledge to guide conversations, answer questions, and offer helpful tips in the moment. Sitting between Customer Success and Product Solutions, you’ll be a trusted partner helping triage concerns, gathering sentiment, and ensure feedback gets to the right place. If something can’t be solved on the call, you’ll know how to ask the right questions and loop in Product Solutions or a CSM with clear context.

This role is perfect for someone who’s personable, organized, and energized by connecting product knowledge with real human conversations. You’ll help us deliver a white-glove experience at scale-without losing the personal touch.

Key Responsibilities

• Proactively call our client on-site teams to gather sentiment, feedback, and insights
• Build strong, trusted relationships through thoughtful, human conversations
• Become an expert in one EliseAI product and confidently support users
• Help walk customers through basic troubleshooting or setup when needed
• Recognize when an issue needs deeper support and escalate thoughtfully
• Create clear, well-documented support tickets with helpful context
• Partner closely with Customer Success and Product Solutions
• Spot patterns and trends from conversations and share insights with the team
• Support light Customer Success Associate tasks as needed

• Move at rocket speed, build something massive.
• We’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.

Requirements

• A strong communicator who’s curious, empathetic, and solution-oriented
• Experience supporting customers over the phone and navigating live conversations
• Comfort explaining technical concepts in a clear, approachable way
• Desire to become a product expert and a trusted partner to customers
• A collaborative, team-first mindset
• Willingness to work onsite in our NYC office 4-5 days per week

Benefits

In addition to the growth and impact you’ll have at EliseAI, we offer competitive salaries along with the following benefits:

• Equity in the company
• Medical, Dental and Vision premiums covered at 100%
• Fully paid parental leave
• Commuter benefits
• 401k benefits
• Fitness & home services stipend to cover part of your expenses so you can focus on what matters
• A collaborative in-office environment with an open floor plan, fully stocked kitchen, and all meals covered in the office
• Unlimited vacation and paid holidays
• We'll cover relocation packages and make the move exciting, not painful!

Job Compensation Range

The rate for this role ranges between $70,000 - $85,000. 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.

Employment with EliseAI is on an “at-will” basis, meaning that either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.