CX Operations Manager

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.

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.

• 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 queue structures; serve as Zendesk subject-matter expert

• Evaluate and implement AI-powered CX tools (bots, auto-triage, suggested replies, deflection)

• Deploy automation flows that reduce manual work and improve response times

• Partner with leadership to identify bottlenecks and recommend improvements

• Translate product changes into scalable support processes and document workflows for scale

• Build dashboards tracking volume, backlog, SLA adherence, CSAT, and efficiency trends

• Surface automation opportunities and create feedback loops to Product teams

• Own daily CX Solutions tickets (the SalesOps equivalent for support)

• Manage Help Center structure, content workflows, and integrations with adjacent systems

• Troubleshoot technical issues and respond to internal team needs

• 3+ years of experience with Zendesk in a B2B environment - Deep expertise across Support, Guide, Explore, and administration

• Automation and AI familiarity - Experience evaluating and implementing AI-driven support tools

• Systems thinker - You think in inputs, outputs, and tradeoffs; you design processes that scale

• Strategic executor - Balance hands-on work with proactive recommendations

• Cross-functional collaborator - Experience partnering with Support, Product, and Ops teams

• Clear communicator - Translate complex systems into simple decisions

• Bias toward action - Move fast, iterate quickly, execute without overthinking

• Willingness to work in person at our office 4-5 days a week

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.