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Apartment ListApartment ListUnited States

Customer Support Associate

Own the end-to-end renter support experience across three brands, combining empathetic frontline service with Zendesk administration, AI automation, workflow improvement, and support metrics ownership. Requires 2–5 years of customer support experience and comfort working independently in a remote environment.

73k – 105k/yr
Remote2+ YOECustomer Support

About the role

Responsibilities

  • Oversee the day-to-day renter support experience across Apartment List, Kaleno, and Sunny through email, social, and public review channels.
  • Administer and optimize Zendesk, including macros, routing, and workflows; conduct regular audits to keep support fast and consistent.
  • Maintain, tune, monitor, and retrain AI support automations.
  • Turn ticket themes and trends into improved macros, workflows, and documentation; surface bugs and recommendations to Product, Engineering, and other partners.
  • Keep SOPs and Help Center content current across brands and help establish support structures for new brands.
  • Handle complex, sensitive, and urgent issues, including scam-listing removals, legal escalations, and data and privacy requests.
  • Coordinate coverage with a contract support agent and own core support metrics such as response time and CSAT.

Requirements

  • 2–5 years of experience in customer support, ideally including frontline work and support systems ownership.
  • Hands-on Zendesk administration experience, including macros, routing, and workflows.
  • Comfort maintaining or learning AI support tools and automations.
  • Process-building ability for documenting, improving, and scaling workflows.
  • Clear, empathetic writing and a proactive approach to identifying renter issues before escalation.
  • Ability to operate independently across multiple brands in a fast-paced, remote environment.

Nice to Have

  • Familiarity with Jira, Iterable, or CRM tools.

Compensation and Benefits

  • US base salary range: $73,338–$104,615, depending on location zone, plus equity.
  • Medical, dental, and vision coverage with premiums fully covered for employees and dependents.
  • Unlimited flexible time off, company holidays, recharge days, and a holiday break.
  • Home office, health and wellness, and family support reimbursements and benefits.
  • 401(k) plan, team events, mentorship and training, and career development opportunities.
  • Pre-IPO stock options and other financial compensation where applicable.

Skills

Customer SupportZendeskai support automationworkflow managementprocess documentationhelp center managementJiraiterableCRMcsat

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