Customer Support Associate

About the role

Renting is the largest expense for the average household, and the search can be overwhelming and stressful. At Apartment List, we're building an easy, delightful, and effective apartment search that makes millions of renters' lives less burdensome.

As our Customer Support Associate, you'll run the renter support experience day-to-day and own the systems behind it.

This is a full-time role.

Why this role is different at Apartment List

• You oversee the Customer Support function. You run renter support end-to-end and set the standard for how it works, rather than handling a single ticket lane within a large team.
• Three brands, one seat. You'll support Apartment List, Kaleno, and Sunny - building and adapting support as new brands come online.
• You own the AI, not just the tickets. You'll maintain, tune, and retrain our AI support automations, shaping how support scales.
• Real ownership, real runway. High autonomy from day one, with room to improve and grow the customer service function.

What you'll do

• 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).

The skill set we're looking for

This role is a rare blend of frontline empathy and behind-the-scenes systems ownership - you're equally comfortable reassuring a renter in distress and configuring the automation that prevents the next ticket.

• 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.

Here's the Pay Range:

At Apartment List, we carefully consider a variety of factors to determine compensation for each position, including the role, level, and work. The US base salary range for this position is:

• Zone 1: $86,281 - $104,615 base salary + equity
• Zone 2: $79,810 - $96,769 base salary + equity
• Zone 3: $73,338 - $88,923 base salary + equity

This reflects the compensation target for new hire salaries for the position across all US locations. Please note, the compensation details provided do not include benefits and perks that we offer.

We also rely on market indicators along with considering your work location, job related skills, experience and relevant education and training, to determine compensation that is fair and competitive for you. Apartment List will consider paying compensation near the higher of the range in exceptional circumstances, where candidates have the experience, credentials or expertise that would warrant such consideration. It is always our goal to hire exceptional talent and we would be happy to share more about compensation during the hiring process.

Here's what's in it for you (full-time US based employees only; does not apply to contract roles):

• 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: Unlimited FTO in addition to 12 company holidays per year, quarterly "recharge" days, and a week-long holiday break
• Home Office Reimbursement: To cover home office furniture and supplies, monthly home internet, and monthly cell phone (if applicable)
• Health & Wellness Reimbursement: To cover monthly gym membership or other qualifying expenses
• Parental Support: Generous parental and family leave, fertility benefits, and employer-sponsored stipends towards family forming services
• 401k Plan: To support you in your individual retirement goals
• Team Events: Frequent team-building events, fun team off-sites, and bi-annual company meetups
• Commitment to DEI: To prioritize Diversity, Equity, and Inclusion within our workplace and to stay true to our values and mission
• Mentorship and Training: To get you onboard quickly, learn new professional skills, and invest in your career development
• Impact and Visibility: To expose you to and provide the opportunity to work on highly strategic initiatives that will transform the business
• Encouragement and Empowerment: To explore and adopt new technologies and drive meaningful decisions and outcomes
• At Apartment List we believe that everyone deserves a home they love AND a career they love. We strive to build a diverse team that is a reflection of the people we serve; this is made possible through our commitment to fostering a culture of diversity, inclusion, equity, and connectedness.

As a proud equal opportunity employer, we celebrate the collection of individual differences, life experiences, ideas, perspectives, knowledge, and talent. We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. #LIRemote