Director of Partner Support

🕒 2 days ago

🇺🇸 United States – Remote

💵 $136k - $193k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Apartment List

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

🏠 Real Estate

👥 B2C

🏪 Marketplace

Real Estate • B2C • Marketplace

Apartment List is an online platform that helps individuals find apartments for rent across the United States. The service simplifies the apartment search process by offering tools such as cost of living and rent calculators, personalized rental matches, and transparent pricing, including promotional offers for renters. Apartment List covers a wide range of locations including major cities like Los Angeles, Chicago, Houston, and New York City. Through its website and mobile apps, users can easily search for and compare apartment listings based on their preferences, making the process of finding a new home more efficient and tailored to individual needs.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume