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The Role
Leads the partner support organization, determining whether to build an in-house team or continue with a BPO. Manages support quality, escalations, coaching, and performance. Oversees AI support agents, including monitoring accuracy, tuning workflows, and defining the human-AI boundary. Owns Help Center content, partner training videos, and drip campaigns while translating support trends into product and engineering roadmap insights.
Summary Generated by Built In
Who We Are
At Apartment List, we’re transforming how people rent—making it smarter, easier, and a lot less frustrating. Our platform has already matched over 1.4 million renters with their next home, while helping properties fill units with the right residents. Backed by strong growth and a big vision, we’re building the future of renting—and inviting bold thinkers to help us shape it!
About the RoleThe Director of Partner Support leads Apartment List's Support organization, ideally through its transition from an outsourced, offshore model to an in-house, AI-augmented team. However, the decision to move from outsourced to in-house support will be led by this new leader with approval of the VP of PX, CSO and CFO.
This is a hybrid people-manager and AI-operator role. Beyond hiring, developing, and running a support team, the Director is directly responsible for maintaining the existing AI agent workforce that increasingly handles first-line support — monitoring its accuracy and deciding what should stay human as the team scales.
Success in this role is clearly defining and constantly measuring a best-in-class partner experience, no matter what mode of support is deployed to address the partner’s needs.
This role sits within Partner Experience and works cross-functionally with Sales, Account Management, Marketing, Product and Engineering, translating ticket trends and partner feedback into a clear, credible voice in roadmap conversations. This role reports directly to the VP of PX.
- Determine the future of the support team. Measure the success of the current BPO and either decide to bring support in house or transition to a different BPO.
- Set and measure team performance standards (quality, speed, CSAT) and run a consistent coaching and feedback cadence with direct reports.
- Manage escalations from the team, serving as the point of final judgment when a case needs manager-level context, partner relationship management, or cross-functional pull.
AI agent workforce
- Maintain the AI agent workforce handling first-line partner support — monitoring accuracy and deflection rates, and catching drift as products and workflows change.
- Own the human/AI boundary: continuously decide what should be handled by AI versus the in-house team, and how that mix shifts as agent coverage grows.
- Partner with AI/automation stakeholders on agent architecture, training review, and rollout of new agent capabilities into the support workflow. Develop a process with these stakeholders to ensure a feedback loop when an agent needs to be tweaked or rebuilt.
Content & enablement
- Curate and maintain the Help Center, ensuring content is accurate, current, and organized around how partners actually search for help. This is imperative to feed the AI agent workforce.
- Produce async training videos for partners, and own the ongoing process to keep that library up to date and accurate as products and workflows change.
- Develop and maintain the Partner Drip Campaigns. Right now, these are just starting, and this leader will take over, build and launch drip campaigns; they will work cross-functionally with marketing to deploy these campaigns to all active partners.
Product feedback loop
- Surface support ticket trends to Product and Engineering — using technical fluency to build credibility, translating recurring issues, confusing product behavior, and emerging partner needs into evidence to inform roadmap prioritization.
Point of Escalation
- Be the main point of escalation for partners and team. If a customer is escalated, the Director of Support will be the main point of escalation, with the support of the VP of PX and other GTM leaders.
- 10+ years of experience in B2B support functions, with direct accountability for support quality and outcomes.
- 5+ years of people management experience, including hiring, coaching, and performance management of a multi-person team.
- Proven experience building and maintaining AI agents in a growing and changing business — hands-on training, tuning, and monitoring in a live production environment, not just using AI tools.
- Experience managing a vendor/BPO relationship.
- Track record of building or scaling Help Center / knowledge-base content and partner-facing training materials.
- Strong technical knowledge and experience (coding not required) to effectively partner with engineering teams, along with strong cross-functional communication skills to translate ticket-level trends into credible input for Product and Engineering roadmaps.
- Team build & performance — hiring plan execution by either hiring in house support or a different BPO..
- AI agent performance — accuracy and deflection rate of the AI agent workforce, tracked against a target error rate.
- Help Center health — content coverage, accuracy, and freshness (e.g., % of articles reviewed/updated within a defined window).
- Training content currency — async training video library coverage + view counts and % kept up to date against product changes.
- Escalation management — escalation resolution time and reopen rate.
- Product feedback impact — volume and quality of ticket-trend insights delivered to Product/Eng, and resulting roadmap actions.
Here's the Pay Range:
At Apartment List, we carefully consider a variety of factors to determine compensation for each position, including the role, level, and work. Total compensation for this role includes base salary, performance bonus, and equity. OTE (On-Target Earnings) varies by location tier:
- Tier 1: $181,000 – $219,000 OTE (including $159,000 - $193,000 base salary) + equity
- Tier 2: $167,000 – $203,000 OTE (including $147,000 - $179,000 base salary) + equity
- Tier 3: $154,000 – $187,000 OTE (including $136,000 - $165,000 base salary) + equity
This reflects the compensation target for new hire salaries for the position across all US locations. Please note, the compensation details provided do not include benefits and perks that we offer.
We also rely on market indicators along with considering your work location, job related skills, experience and relevant education and training, to determine compensation that is fair and competitive for you. Apartment List will consider paying compensation near the higher of the range in exceptional circumstances, where candidates have the experience, credentials or expertise that would warrant such consideration. It is always our goal to hire exceptional talent and we would be happy to share more about compensation during the hiring process.
#LI-Remote
Here's what's in it for you (full-time US based employees only; does not apply to contract roles):
- Competitive Compensation: Including annual salary, pre-IPO stock options, and other financial compensation (if applicable)
- Medical, Dental, and Vision Coverage: 100% of premiums covered for you AND all of your dependents
- Unlimited Flexible Time Off: Unlimited FTO in addition to 12 company holidays per year, quarterly “recharge” days, and a week-long holiday break
- Home Office Reimbursement: To cover home office furniture and supplies, monthly home internet, and monthly cell phone (if applicable)
- Health & Wellness Reimbursement: To cover monthly gym membership or other qualifying expenses
- Parental Support: Generous parental and family leave, fertility benefits, and employer-sponsored stipends towards family forming services
- 401k Plan: To support you in your individual retirement goals
- Homeownership & Mortgage Savings: Access exclusive mortgage rates up to 1% below retail lenders and free 1:1 expert guidance.
- Team Events: Frequent team-building events, fun team off-sites, and bi-annual company meetups
- Commitment to DEI: To prioritize Diversity, Equity, and Inclusion within our workplace and to stay true to our values and mission
- Mentorship and Training: To get you onboard quickly, learn new professional skills, and invest in your career development
- Impact and Visibility: To expose you to and provide the opportunity to work on highly strategic initiatives that will transform the business
- Encouragement and Empowerment: To explore and adopt new technologies and drive meaningful decisions and outcomes
- At Apartment List we believe that everyone deserves a home they love AND a career they love. We strive to build a diverse team that is a reflection of the people we serve; this is made possible through our commitment to fostering a culture of diversity, inclusion, equity, and connectedness.
As a proud equal opportunity employer, we celebrate the collection of individual differences, life experiences, ideas, perspectives, knowledge, and talent. We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. #LIRemote
Skills Required
- 10+ years of experience in B2B support functions with direct accountability for support quality and outcomes
- 5+ years of people management experience, including hiring, coaching, and performance management of a multi-person team
- Proven experience building and maintaining AI agents in a growing and changing business, including hands-on training, tuning, and monitoring in production
- Experience managing a vendor or BPO relationship
- Experience building or scaling Help Center or knowledge-base content and partner-facing training materials
- Strong technical knowledge and experience to partner effectively with engineering teams
- Strong cross-functional communication skills for translating ticket trends into Product and Engineering roadmap input
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The Company
What We Do
For us, renting is personal — we’re a company built by renters for renters. We’re here to deliver renters a home they love at the value they deserve. Whether renters are embarking to a new city, in search of a quieter neighborhood, or making the jump to a two-bedroom apartment — we’re here to find them their perfect apartment match. We’ve made it our mission to revolutionize renting by making it a stress-free, simple, and holistic experience, connecting ready-to-move renters with compatible city living. Home is a feeling everyone should own, and we’re on a mission to help renters find it.
Why Work With Us
Want a job that makes a difference? There are over 100 million renters in the US, and at Apartment List, we strive every day to remove the hassle from renting and make the process better for every single one of them. Together, we can change the narrative around what it means to be a renter.
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