Partner Support Associate (Austin)

Partner Support Associate

Housing Connector is a tech-enabled nonprofit working to increase access to housing for people facing barriers. We partner with property owners and community organizations to reduce friction in the housing system and help more people secure and maintain stable housing. We believe no unit should sit vacant while people need a home. We are growing quickly and continuing to build stronger systems, clearer processes, and better ways of supporting our partners. This role is an important part of that work.

The Partner Support Associate is the frontline owner of incoming partner requests and housing stability cases. You will manage active issues, coordinate across internal and external stakeholders, and help move work quickly to resolution. You will support both property partners and community partners, helping solve day-to-day issues that directly impact whether residents remain stably housed. This role is ideal for someone who is highly organized, responsive, calm under pressure, and energized by solving problems in a fast-moving environment.

What You'll Do

• Manage a queue of incoming tickets and active support cases
• Respond to partner questions and concerns promptly and professionally
• Coordinate with community partners, residents, and internal teams to resolve issues
• Track follow-ups and ensure commitments are completed
• Maintain accurate records in Salesforce and other support systems
• Escalate urgent, high-risk, or complex matters appropriately
• Deliver a professional, solutions-oriented partner experience
• Help identify recurring issues and opportunities to improve processes

Success Looks Like

• Fast response times
• High case closure rates
• Strong communication and follow-through
• Clean, accurate documentation
• Reliable execution with minimal dropped balls
• Positive partner experience and trust

Requirements

• 13 years experience in customer support, operations, case management, account coordination, property operations, or similar roles
• Proven ability to manage multiple competing priorities in a fast-paced environment
• Strong written and verbal communication skills
• Ability to navigate difficult or sensitive conversations with professionalism and empathy
• Strong organization, documentation, and follow-through
• Experience using CRM, ticketing, or case management systems such as Salesforce or Zendesk
• Sound judgment and ability to escalate risk or urgent matters appropriately
• Self-starter who takes ownership and drives work to resolution
• Interest in mission-driven work and community impact
• Spanish language skills preferred

Work Location

This is a hybrid role based in Austin, TX with at least one day per week in a local office.

What We Offer

• Comprehensive Health Coverage Medical, dental, and vision plans. 100% employer-paid for employees and 50% for partners/dependents
• 401(k) with Employer Match (6%) Invest in your future
• Generous Paid Time Off 22+ days PTO in your first year plus dedicated Community Service Leave
• Extensive Holiday Schedule 11 paid holidays plus a full week off in December
• Paid Parental Leave Paid leave to support growing families
• Employee Assistance Program (EAP) Confidential resources for personal support
• Life Insurance Financial security for you and your loved ones
• Flexible Spending Accounts (FSA / DCRA) Health and dependent care expense accounts
• Professional Development $500 annual reimbursement

Housing Connector is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a workplace free from discrimination and harassment based on any legally protected status or protected characteristic.