Director of Partner Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Direct the Partner Support organization at Apartment List and shape its future operational framework.

• Assess the current BPO setup and make decisions on whether to internalize support or shift to a different BPO provider.

• Recruit, nurture, and oversee the support team.

• Establish and evaluate standards for quality, speed, and customer satisfaction (CSAT) performance.

• Conduct regular coaching and feedback sessions with direct reports.

• Handle team escalations and act as the final authority on intricate cases.

• Oversee the AI agent workforce that manages initial partner support.

• Track AI agent accuracy and deflection rates while identifying performance shifts.

• Take charge of decisions regarding the balance between human and AI support as agent coverage expands.

• Collaborate with AI and automation stakeholders on agent architecture, training evaluations, and capability deployments.

• Create feedback mechanisms for agents requiring updates or redevelopment.

• Organize and sustain the Help Center.

• Create and manage asynchronous training videos for partners.

• Develop and implement Partner Drip Campaigns in collaboration with Marketing for active partners.

• Highlight support ticket trends for Product and Engineering teams.

• Convert recurring issues, product misunderstandings, and partner requirements into actionable roadmap input.

• Act as the primary escalation contact for both partners and the support team.

• Collaborate across functions with Sales, Account Management, Marketing, Product, and Engineering.

• Report directly to the VP of Partner Experience.

⛳️ Requirements

• 10+ years of experience in B2B support roles, with direct responsibility for support quality and results.

• 5+ years of experience in managing people, including hiring, coaching, and performance management of a multi-member team.

• Demonstrated experience in developing and maintaining AI agents within a dynamic business environment.

• Hands-on experience in training, tuning, and monitoring AI agents in a live production setting.

• Experience in managing vendor/BPO relationships.

• Proven track record in building or scaling Help Center or knowledge-base content.

• Experience in creating training materials for partners.

• Strong technical acumen; coding skills are not mandatory.

• Capacity to effectively collaborate with engineering teams.

• Excellent cross-functional communication abilities.

• Ability to convert ticket-level trends into reliable input for Product and Engineering roadmaps.

🏝️ Benefits

• Competitive remuneration package including annual salary, pre-IPO stock options, and other financial incentives (if applicable).

• Comprehensive medical, dental, and vision coverage with 100% of premiums paid for you and your dependents.

• Unlimited flexible time off.

• 12 company holidays each year.

• Quarterly “recharge” days.

• A week-long holiday break.

• Reimbursement for home office expenses including furniture, supplies, internet, and cell phone (if applicable).

• Health and wellness reimbursement for gym memberships or other qualifying expenses.

• Generous leave policies for parental and family needs.

• Assistance with fertility benefits.

• Employer-sponsored stipends for family-forming services.

• 401(k) retirement plan.

• Access to exclusive mortgage rates up to 1% lower than retail lenders.

• Complimentary 1:1 mortgage guidance.

• Opportunities for team-building events and off-site gatherings.

• Bi-annual company meetups.

• Availability of mentorship and training programs.

• Investment in career development.

• Opportunities to engage with strategic initiatives and make a tangible impact.

• Encouragement to explore and implement new technologies.

• Commitment to promoting diversity, equity, and inclusion.