Run end-to-end renter support across three brands, administer and optimize Zendesk, maintain and retrain AI support automations, convert ticket trends into improved macros/workflows and documentation, handle complex escalations, keep Help Center and SOPs current, and own core support metrics and coverage coordination.
Who We Are
At Apartment List, we’re transforming how people rent—making it smarter, easier, and a lot less frustrating. Our platform has already matched over 1.4 million renters with their next home, while helping properties fill units with the right residents. Backed by strong growth and a big vision, we’re building the future of renting—and inviting bold thinkers to help us shape it!
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
Similar Jobs
Enterprise Web • Fintech • Payments • Software • Financial Services
Provide front-line technical support to fintech/SaaS customers on the Pacific/Mountain time zones. Troubleshoot technical issues, interpret logs, escalate product feedback, and collaborate with Delivery, CS, Engineering, and Product teams to improve platform adoption and customer experience.
Fintech • Financial Services
Serve as first point of contact for pre-settlement funding applicants in a high-volume inbound call center. Answer ~75-80 calls/day, collect and document applicant information, guide intake/onboarding, use CRM, meet sales/quality/productivity targets, follow scripts and compliance, and collaborate with internal teams.
Top Skills:
CRMOnline Chat Platforms
Healthtech
Provide phone, email, and chat support to Aidin customers at hospitals and provider facilities; develop product expertise, escalate complex issues, contribute to onboarding/training, and share customer feedback across teams to improve processes and outcomes.
What you need to know about the Boston Tech Scene
Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
