Director of Partner Support

Apartment List, Inc.; United States; Hybrid; USD 154,000 - 219,000; Full time

Job summary

Apartment List, Inc. is seeking a Director of Partner Support to lead the Support organization, transitioning from offshore outsourcing to an in‑house AI‑augmented team.

The role blends people management with AI governance and cross‑functional collaboration across Sales, Account Management, Marketing, Product, and Engineering. The successful candidate will define best-in-class partner experiences, manage escalations, and shape the Help Center and partner training programs, reporting to the VP of

Qualifications

• 10+ years of experience in B2B support functions with accountability for outcomes.
• 5+ years of people management including hiring, coaching and performance management.
• Proven experience building and maintaining AI agents in production environments.
• Experience managing a vendor/BPO relationship.
• Track record of building or scaling Help Center / knowledge-base content and partner-facing training materials.
• Strong technical knowledge to collaborate with engineering teams and translate trends into roadmap input.

Responsibilities

• Determine the future of the support team and decide on in-house vs BPO models.
• Set and measure team performance standards and coach direct reports.
• Manage escalations and provide manager-level context for partner relationships.
• Maintain AI agent workforce, monitor accuracy and decide what is handled by AI vs humans.
• Develop, curate, and maintain the Help Center and partner training content.
• Develop and launch partner drip campaigns with cross‑functional marketing support.
• Surface support trends to Product and Engineering to inform roadmaps.

Skills

B2B support leadership

AI agent management

Vendor/BPO management

Help Center / knowledge-base

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Job description

About the Role

The Director of Partner Support leads Apartment List's Support organization, ideally through its transition from an outsourced, offshore model to an in‑house, AI‑augmented team. However, the decision to move from outsourced to in‑house support will be led by this new leader with approval of the VP of PX, CSO and CFO.

This is a hybrid people‑manager and AI‑operator role. Beyond hiring, developing, and running a support team, the Director is directly responsible for maintaining the existing AI agent workforce that increasingly handles first‑line support — monitoring its accuracy and deciding what should stay human as the team scales.

Success in this role is clearly defining and constantly measuring a best‑in‑class partner experience, no matter what mode of support is deployed to address the partner’s needs.

This role sits within Partner Experience and works cross‑functionally with Sales, Account Management, Marketing, Product and Engineering, translating ticket trends and partner feedback into a clear, credible voice in roadmap conversations. This role reports directly to the VP of PX.

What You'll Do

Team leadership & people management

• Determine the future of the support team. Measure the success of the current BPO and either decide to bring support in house or transition to a different BPO.
• Set and measure team performance standards (quality, speed, CSAT) and run a consistent coaching and feedback cadence with direct reports.
• Manage escalations from the team, serving as the point of final judgment when a case needs manager-level context, partner relationship management, or cross‑function pull.

AI agent workforce

• Maintain the AI agent workforce handling first‑line partner support — monitoring accuracy and deflection rates, and catching drift as products and workflows change.
• Own the human/AI boundary: continuously decide what should be handled by AI versus the in‑house team, and how that mix shifts as agent coverage grows.
• Partner with AI/automation stakeholders on agent architecture, training review, and rollout of new agent capabilities into the support workflow. Develop a process with these stakeholders to ensure a feedback loop when an agent needs to be tweaked or rebuilt.

Content & enablement

• Curate and maintain the Help Center, ensuring content is accurate, current, and organized around how partners actually search for help. This is imperative to feed the AI agent workforce.
• Produce async training videos for partners, and own the ongoing process to keep that library up to date and accurate as products and workflows change.
• Develop and maintain the Partner Drip Campaigns. Right now, these are just starting, and this leader will take over, build and launch drip campaigns; they will work cross‑functionally with marketing to deploy these campaigns to all active partners.

Product feedback loop

• Surface support ticket trends to Product and Engineering — using technical fluency to build credibility, translating recurring issues, confusing product behavior, and emerging partner needs into evidence to inform roadmap prioritization.

Point of Escalation

• Be the main point of escalation for partners and team. If a customer is escalated, the Director of Support will be the main point of escalation, with the support of the VP of PX and other GTM leaders.

What We're Looking For

• 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 — hands‑on training, tuning, and monitoring in a live production environment, not just using AI tools.
• Experience managing a vendor/BPO relationship.
• Track record of building or scaling Help Center / knowledge‑base content and partner‑facing training materials.
• Strong technical knowledge and experience (coding not required) to effectively partner with engineering teams, along with strong cross‑functional communication skills to translate ticket‑level trends into credible input for Product and Engineering roadmaps.

Success Metrics

• Team build & performance — hiring plan execution by either hiring in house support or a different BPO..
• AI agent performance — accuracy and deflection rate of the AI agent workforce, tracked against a target error rate.
• Help Center health — content coverage, accuracy and freshness (e.g., % of articles reviewed/updated within a defined window).
• Training content currency — async training video library coverage + view counts and % kept up to date against product changes.
• Escalation management — escalation resolution time and reopen rate.
• Product feedback impact — volume and quality of ticket‑trend insights delivered to Product/Eng, and resulting roadmap actions.

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. Total compensation for this role includes base salary, performance bonus, and equity. OTE (On-Target Earnings) varies by location tier:

• Tier 1: $181,000 – $219,000 OTE (including $159,000 - $193,000 base salary) + equity
• Tier 2: $167,000 – $203,000 OTE (including $147,000 - $179,000 base salary) + equity
• Tier 3: $154,000 – $187,000 OTE (including $136,000 - $165,000 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.

#LI-Remote