{bc}
Apply
gem

Customer Support Associate

Apartment List
Remote, USA
Full-time
Mid Level
Remote
USD 73338-104615 yearly
Discovered 1 months ago

Full Job Posting

  • You oversee the Customer Support function. You run renter support end-to-end and set the standard for how it works, rather than handling a single ticket lane within a large team.
  • Three brands, one seat. You'll support Apartment List, Kaleno, and Sunny — building and adapting support as new brands come online.
  • You own the AI, not just the tickets. You'll maintain, tune, and retrain our AI support automations, shaping how support scales.
  • Real ownership, real runway. High autonomy from day one, with room to improve and grow the customer service function.
  • Oversee the day-to-day renter support experience across all three brands — email, social, and public review channels.
  • Administer and optimize Zendesk (macros, routing, workflows) and run regular audits to keep support fast and consistent.
  • Maintain and tune our AI support automations, monitoring performance and retraining as needed.
  • Turn ticket themes and trends into better macros, workflows, and documentation, surfacing bugs and recommendations to Product, Engineering, and other partners.
  • Keep SOPs and Help Center content current across brands, and help stand up support structures for new brands as they launch.
  • Handle complex, sensitive, and urgent issues — including scam-listing removals, legal escalations, and data and privacy requests.
  • Coordinate coverage with our contract support agent, and own core support metrics (response time, CSAT).
  • 2–5 years in customer support, ideally spanning both frontline work and the systems behind it.
  • Hands-on Zendesk administration (macros, routing, workflows).
  • Comfort maintaining or learning AI support tools and automations.
  • A process-builder's instinct for documenting, improving, and scaling workflows.
  • Clear, empathetic writing and a proactive eye that catches renter issues before they escalate.
  • Comfort operating independently across multiple brands in a fast-paced, remote environment.
  • Familiarity with tools such as Jira, Iterable, or CRMs is a plus but not required.
  • Zone 1: $86,281 - $ 104,615 base salary + equity
  • Zone 2: $79,810 - $ 96,769 base salary + equity
  • Zone 3: $ 73,338 - $ 88,923 base salary + equity
  • 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
  • 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.

Apply for this job in 1 click

Skip the repetitive application forms

Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.

Sarah M.James T.Maya R.

Trusted by over 500,000 job seekers on Base Career

Start Free Today

More from this employer

More jobs at Apartment List

Financial Systems Engineer

, USA

Discovered 1 weeks agoFull-time

Senior Staff Product Designer, Core

, USA

Discovered 2 weeks agoFull-time

Senior Analyst, Growth & Marketing Analytics

, USA

Discovered 2 weeks agoFull-time

Director, Lifecycle Marketing

, USA

Discovered 2 weeks agoFull-time

Senior Data Engineer II

, USA

Discovered 3 weeks agoFull-time

Director, B2B Marketing

, USA

Discovered 1 months agoFull-time

Senior Software Engineer II (ML Ops), Marketplace (Copy) (Copy)

, USA

Discovered 1 months agoFull-time

Senior Associate, Performance Marketing

, USA

Discovered 1 months agoFull-time