Customer Support Associate

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.