Note: The job is a remote job and is open to candidates in USA. Apartment List is building an easy, delightful, and effective apartment search experience for renters. The Customer Support Associate will oversee renter support across three brands, administer Zendesk, maintain AI support automations, improve workflows and documentation, handle complex escalations, and manage core support metrics.
Responsibilities
- Oversee the day-to-day renter support experience across all three brands — email, social, and public review channels
- Administer and optimize Zendesk (macros, routing, workflows) and run regular audits to keep support fast and consistent
- Maintain and tune our AI support automations, monitoring performance and retraining as needed
- Turn ticket themes and trends into better macros, workflows, and documentation, surfacing bugs and recommendations to Product, Engineering, and other partners
- Keep SOPs and Help Center content current across brands, and help stand up support structures for new brands as they launch
- Handle complex, sensitive, and urgent issues — including scam-listing removals, legal escalations, and data and privacy requests
- Coordinate coverage with our contract support agent, and own core support metrics (response time, CSAT)
Skills
- * 2–5 years in customer support, ideally spanning both frontline work and the systems behind it
- * Hands-on Zendesk administration (macros, routing, workflows)
- * Comfort maintaining or learning AI support tools and automations
- * A process-builder's instinct for documenting, improving, and scaling workflows
- * Clear, empathetic writing and a proactive eye that catches renter issues before they escalate
- * Comfort operating independently across multiple brands in a fast-paced, remote environment
- * Familiarity with tools such as Jira, Iterable, or CRMs is a plus but not required
Benefits
- Pre-IPO stock options for full-time US-based employees only; does not apply to contract roles
- 100% of medical, dental, and vision premiums covered for you and all of your dependents for full-time US-based employees only; does not apply to contract roles
- Unlimited flexible time off, in addition to 12 company holidays per year, quarterly “recharge” days, and a week-long holiday break for full-time US-based employees only; does not apply to contract roles
- Home office reimbursement covering home office furniture and supplies, monthly home internet, and monthly cell phone if applicable for full-time US-based employees only; does not apply to contract roles
- Health and wellness reimbursement covering monthly gym membership or other qualifying expenses for full-time US-based employees only; does not apply to contract roles
- Generous parental and family leave, fertility benefits, and employer-sponsored stipends toward family-forming services for full-time US-based employees only; does not apply to contract roles
- 401k plan to support individual retirement goals for full-time US-based employees only; does not apply to contract roles
- Access to exclusive mortgage rates up to 1% below retail lenders and free 1:1 expert guidance for full-time US-based employees only; does not apply to contract roles
- Frequent team-building events, fun team off-sites, and bi-annual company meetups for full-time US-based employees only; does not apply to contract roles
- Mentorship and training to support onboarding, learning new professional skills, and career development for full-time US-based employees only; does not apply to contract roles
- Opportunity to work on highly strategic initiatives that will transform the business for full-time US-based employees only; does not apply to contract roles
- Encouragement to explore and adopt new technologies and drive meaningful decisions and outcomes for full-time US-based employees only; does not apply to contract roles
- Remote work arrangement
Company Overview