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Director of Partner Support
Apartment List. 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 .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in B2B support functions, with a strong focus on managing AI agents and optimizing support quality. Proven ability to lead teams, develop training materials, and collaborate cross-functionally to enhance partner experiences.
Highest-signal resume keywords
B2B Support ManagementAI Agent DevelopmentPeople ManagementCross-Functional CommunicationHelp Center Development
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Support Quality MeasurementPerformance Standards SettingAI Agent MonitoringVendor Relationship ManagementTraining Material Development
Soft Skills
CoachingFeedback DeliveryEscalation Management
Tools & Technologies
Help Center SoftwareAI/Automation Tools
Industry Keywords
BPOCSATPartner ExperienceAsynchronous TrainingTicket Trends
About the role
Key responsibilities & impact- 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
What you’ll need- 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
Comp & perks- 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