[Hiring] Director of Partner Support @Apartment List

Role Description

The Director of Partner Support leads Apartment List's Support organization, ideally through its transition from an outsourced, offshore model to an in-house, AI-augmented team. This is a hybrid people-manager and AI-operator role.

• Hiring, developing, and running a support team.
• Maintaining the existing AI agent workforce that handles first-line support.
• Defining and measuring a best-in-class partner experience.
• Working cross-functionally with Sales, Account Management, Marketing, Product, and Engineering.

What You'll Do

• Team leadership & people management:
  • Determine the future of the support team.
  • Set and measure team performance standards (quality, speed, CSAT).
  • Manage escalations from the team.
• AI agent workforce:
  • Maintain the AI agent workforce handling first-line partner support.
  • Own the human/AI boundary.
  • Partner with AI/automation stakeholders on agent architecture and training review.
• Content & enablement:
  • Curate and maintain the Help Center.
  • Produce async training videos for partners.
  • Develop and maintain the Partner Drip Campaigns.
• Product feedback loop:
  • Surface support ticket trends to Product and Engineering.
• Point of Escalation:
  • Be the main point of escalation for partners and team.

Qualifications

• 10+ years of experience in B2B support functions.
• 5+ years of people management experience.
• Proven experience building and maintaining AI agents.
• Experience managing a vendor/BPO relationship.
• Track record of building or scaling Help Center content.
• Strong technical knowledge and experience.

Success Metrics

• Team build & performance.
• AI agent performance.
• Help Center health.
• Training content currency.
• Escalation management.
• Product feedback impact.

Benefits

• Competitive Compensation: Including annual salary, pre-IPO stock options, and other financial compensation.
• 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.
• Home Office Reimbursement: To cover home office furniture and supplies.
• 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.
• 401k Plan: To support you in your individual retirement goals.
• Homeownership & Mortgage Savings: Access exclusive mortgage rates and free expert guidance.
• Team Events: Frequent team-building events and bi-annual company meetups.
• Commitment to DEI: To prioritize Diversity, Equity, and Inclusion within our workplace.
• Mentorship and Training: To get you onboard quickly and invest in your career development.
• Impact and Visibility: To work on highly strategic initiatives.
• Encouragement and Empowerment: To explore and adopt new technologies.