Director of Partner Support

🕒 6 dias atrás

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $136.000 - $193.000 / ano

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

🦅 Patrocina Visto H1B

Esta empresa já patrocinou vistos H1B no passado.

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Apartment List

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2011

🏠 Imobiliário

👥 B2C

🏪 Marketplace

Real Estate • B2C • Marketplace

A Apartment List é uma plataforma online que ajuda pessoas a encontrar apartamentos para alugar nos Estados Unidos. O serviço simplifica a busca por imóveis com ferramentas como calculadoras de custo de vida e aluguel, recomendações personalizadas de imóveis e preços transparentes, incluindo ofertas promocionais para locatários. A Apartment List atende a diversas regiões, incluindo grandes cidades como Los Angeles, Chicago, Houston e Nova York. Pelo site e pelos aplicativos para dispositivos móveis, os usuários podem pesquisar e comparar facilmente anúncios de apartamentos de acordo com suas preferências, tornando o processo de encontrar um novo lar mais eficiente e personalizado.

Descrição

• Lead Apartment List’s Partner Support organization and determine its future operating model • Evaluate the current BPO and decide whether to bring support in-house or transition to a different BPO • Hire, develop, and manage the support team • Set and measure quality, speed, and CSAT performance standards • Run a consistent coaching and feedback cadence with direct reports • Manage team escalations and serve as the final judgment for complex cases • Maintain the AI agent workforce handling first-line partner support • Monitor AI agent accuracy and deflection rates and detect performance drift • Own decisions about the human/AI support boundary as agent coverage grows • Partner with AI and automation stakeholders on agent architecture, training review, and capability rollouts • Develop feedback processes for agents requiring updates or rebuilding • Curate and maintain the Help Center • Produce and maintain asynchronous partner training videos • Build and launch Partner Drip Campaigns with Marketing for active partners • Surface support-ticket trends to Product and Engineering • Translate recurring issues, product confusion, and partner needs into roadmap input • Serve as the main escalation point for partners and the support team • Work cross-functionally with Sales, Account Management, Marketing, Product, and Engineering • Report directly to the VP of Partner Experience

🎯 Requisitos

• 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 AI agent training, tuning, and monitoring in a live production environment • Experience managing a vendor/BPO relationship • Track record of building or scaling Help Center/knowledge-base content • Experience creating partner-facing training materials • Strong technical knowledge; coding is not required • Ability to effectively partner with engineering teams • Strong cross-functional communication skills • Ability to translate ticket-level trends into credible input for Product and Engineering roadmaps

🏖️ Benefícios

• Competitive compensation including annual salary, pre-IPO stock options, and other financial compensation (if applicable) • Medical, dental, and vision coverage with 100% of premiums covered for you and all dependents • Unlimited flexible time off • 12 company holidays per year • Quarterly “recharge” days • Week-long holiday break • Home office reimbursement for furniture, supplies, home internet, and cell phone (if applicable) • Health and wellness reimbursement for gym membership or other qualifying expenses • Generous parental and family leave • Fertility benefits • Employer-sponsored stipends toward family-forming services • 401(k) plan • Access to exclusive mortgage rates up to 1% below retail lenders • Free 1:1 mortgage guidance • Team-building events and off-sites • Bi-annual company meetups • Mentorship and training • Career development investment • Strategic initiative visibility and impact opportunities • Encouragement to explore and adopt new technologies • Commitment to diversity, equity, and inclusion

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