About the Role

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 workflows change.
• Develop and maintain the Partner Drip Campaigns. Right now, these are just starting, and this leader will take over, build and launch drip campaigns; they will work cross-functionally with marketing to deploy these campaigns to all active partners.

Product feedback loop

• Surface support ticket trends to Product and Engineering — using technical fluency to build credibility, translating recurring issues, confusing product behavior, and emerging partner needs into evidence to inform roadmap prioritization.

Point of Escalation

• Be the main point of escalation for partners and team. If a customer is escalated, the Director of Support will be the main point of escalation, with the support of the VP of PX and other GTM leaders.

What We're Looking For

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

Success Metrics

• Team build & performance — hiring plan execution by either hiring in house support or a different BPO..
• AI agent performance — accuracy and deflection rate of the AI agent workforce, tracked against a target error rate.
• Help Center health — content coverage, accuracy, and freshness (e.g., % of articles reviewed/updated within a defined window).
• Training content currency — async training video library coverage + view counts and % kept up to date against product changes.
• Escalation management — escalation resolution time and reopen rate.
• Product feedback impact — volume and quality of ticket-trend insights delivered to Product/Eng, and resulting roadmap actions.

• Tier 1: $181,000 – $219,000 OTE (including $159,000 - $193,000 base salary) + equity
• Tier 2: $167,000 – $203,000 OTE (including $147,000 - $179,000 base salary) + equity
• Tier 3: $154,000 – $187,000 OTE (including $136,000 - $165,000 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
• 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.