Director of Partner Support

The posting, as Apartment List wrote it

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 Role

The 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.

What You'll Do

Team leadership & people management

• 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

[…]
ndents

• 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