Product Solutions Lead

Description:

As a Product Solutions Lead, you will combine technical depth, customer empathy, and people leadership. You will serve as a product subject matter expert while managing and developing a team of 3–5 Product Solutions Analysts.

You will be responsible for ensuring high-quality technical investigations, strong customer communication, and consistent execution standards across the team. This role requires strong analytical thinking, operational rigor, and the ability to coach and elevate others in a fast-paced environment.

Key Responsibilities
 

• Serve as a subject matter expert and escalation point across EliseAI’s product suite, investigating complex technical issues (SQL, logs, APIs) and identifying root causes with clear business impact
• Partner cross-functionally with Customer Success, Product, and Engineering to drive efficient issue resolution and inform roadmap decisions
• Manage and develop a team of 3–5 Product Solutions Analysts, providing real-time coaching and ongoing performance feedback
• Lead onboarding new hires and continuous training to strengthen product knowledge and technical capabilities across the team
• Own high-quality documentation and ticket standards to ensure clarity, speed, and accountability in escalations,
• Monitor team metrics and customer impact data to continuously refine prioritization, communication, and execution standards
   

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
 

• 4+ years of experience in technical support, product operations, or solutions roles
• Prior experience managing or mentoring team members
• Strong analytical skills and a bias toward data-driven decision-making
• Experience investigating issues using SQL, logs, or API tools
• Experience with support platforms and CRMs (e.g., Zendesk, Salesforce)
• Exceptional written and verbal communication skills
• Proven experience in a customer-facing role
• Demonstrated ability to balance hands-on technical work with team leadership
• Ability to work onsite in NYC 4–5 days per week