Customer Support Associate

Apartment List
United States
Workplace: RemoteFull timeUSD 73,338 - 104,615 annuallyFunction: Customer Support (Service Desk)Experience: 2-5 yearsSkills: ["Empathy","Clear writing","Proactive problem detection","Independence","Process improvement"]

Own the renter support experience end-to-end across Apartment List, Kaleno, and Sunny. You’ll administer and optimize Zendesk (macros, routing, workflows), maintain AI support automations, and turn recurring ticket themes into improved macros, workflows, documentation, and escalations. Handle complex and sensitive cases while driving key support metrics like response time and CSAT in a high-autonomy, remote environment.

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FursaFursa
Apartment List
Apartment List
18 hours ago

Customer Support Associate

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own the renter support experience end-to-end across Apartment List, Kaleno, and Sunny. You’ll administer and optimize Zendesk (macros, routing, workflows), maintain AI support automations, and turn recurring ticket themes into improved macros, workflows, documentation, and escalations. Handle complex and sensitive cases while driving key support metrics like response time and CSAT in a high-autonomy, remote environment.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Oversee day-to-day renter support across email, social, and public review channels for all three brands.
  • •Administer and optimize Zendesk using macros, routing, and workflows, and run regular support audits.
  • •Maintain and tune AI support automations, monitoring performance and retraining as needed.
  • •Identify recurring ticket themes and convert them into better macros, workflows, and documentation; surface bugs and recommendations to Product and Engineering.
  • •Handle complex and urgent issues (e.g., scam-listing removals, legal escalations, data/privacy requests) and own core support metrics like response time and CSAT.

Pay and Benefits

Salary: USD 73,338 - 104,615 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVisionPaid LeaveHome OfficeGym MembershipParental Leave401k

Key Requirements

  • •2–5 years of customer support experience, ideally spanning both frontline support and the systems behind it.
  • •Hands-on Zendesk administration, including macros, routing, and workflows.
  • •Comfort maintaining or learning AI support tools and automations.
  • •A process-builder mindset for documenting, improving, and scaling support workflows.
  • •Clear, empathetic writing and the ability to independently operate across multiple brands in a fast-paced remote environment.
Experience:2-5 years
Skills:EmpathyClear writingProactive problem detectionIndependenceProcess improvement
Tech Stack:ZendeskAI support automationsJiraIterableCRM

Company Brief

Apartment List
Operates an online rental marketplace that matches renters with apartments through personalized search, listings aggregation, and rental tools. Provides neighborhood guides, pricing insights, and resources to simplify apartment hunting and leasing.
Industry: PropTech
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2011
WebsiteLinkedIn