Apartment List

Director

• 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

Explore Director of Partner Support at Apartment List. Review requirements and application details.

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Director of Partner Support