Director of Partner Support

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $86.4k - $130.8k / year

⏰ Full Time

🔴 Lead

👔 Director

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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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

• Determine the future of the support team by measuring the current BPO and deciding whether to bring support in-house or transition to a different BPO • Set and measure team performance standards for quality, speed, and CSAT • Run a consistent coaching and feedback cadence with direct reports • Manage escalations and serve as the point of final judgment for manager-level context, partner relationship management, or cross-functional involvement • Maintain the AI agent workforce handling first-line partner support • Monitor AI agent accuracy and deflection rates and catch drift as products and workflows change • Own the human/AI boundary and decide what should be handled by AI versus the in-house team • Partner with AI/automation stakeholders on agent architecture, training review, and rollout of new capabilities • Develop feedback loops for agent tweaks or rebuilds • 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 and partner feedback to Product and Engineering for roadmap prioritization • Serve as the main escalation point for partners and the support team • Report to the VP of Partner Experience and collaborate with Sales, Account Management, Marketing, Product, and Engineering

🎯 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, including hands-on 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 and partner-facing training materials • Strong cross-functional communication skills, with the 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: 100% of premiums covered for you and all of your dependents • Unlimited Flexible Time Off, 12 company holidays per year, quarterly “recharge” days, and a week-long holiday break • Home Office Reimbursement for furniture, supplies, monthly home internet, and monthly cell phone (if applicable) • Health & Wellness Reimbursement for monthly gym membership or other qualifying expenses • Generous parental and family leave • Fertility benefits and employer-sponsored stipends toward family-forming services • 401k Plan • Exclusive mortgage rates up to 1% below retail lenders and free 1:1 expert guidance • Frequent team-building events, team off-sites, and bi-annual company meetups • Mentorship and training for onboarding, professional skills, and career development • Opportunity to work on highly strategic initiatives • Encouragement to explore and adopt new technologies and drive meaningful decisions and outcomes

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