Customer Support Associate

Position: Customer Support Associate

Date Posted: August 07, 2026

Industry: Real Estate Technology / Customer Support / SaaS

Employment Type: Full Time

Experience: 2–5 Years

Qualification: Bachelor’s Degree in Business, Communications, Customer Service, or related field (Estimated)

Salary: $73,338 – $104,615 Per Year + Equity

Location: REMOTE, United States

Company: Apartment List

Description:

Apartment List is looking for a Customer Support Associate to manage and improve the renter support experience across its platforms. The role focuses on providing excellent customer service while managing the systems, workflows, and automation tools that help scale support operations.

The successful candidate will oversee daily customer support activities across multiple brands, manage AI-powered support solutions, optimize workflows, and ensure renters receive fast and effective assistance. This position requires a balance of customer empathy, technical problem-solving, and process improvement skills.

This is a full-time remote opportunity with significant ownership and growth potential for a customer support professional who enjoys building efficient support systems.

Key Responsibilities:

• Manage the day-to-day renter support experience across email, social media, and public review channels.

• Administer and optimize Zendesk, including macros, routing, workflows, and regular system audits.

• Maintain and improve AI support automations by monitoring performance and updating workflows.

• Analyze customer support trends and convert insights into improved processes, documentation, and solutions.

• Collaborate with Product, Engineering, and other teams to report issues and recommend improvements.

• Maintain Standard Operating Procedures (SOPs) and Help Center content across multiple brands.

• Support the development of customer support structures for new brands.

• Handle complex customer issues, including scam listing removals, legal escalations, and privacy-related requests.

• Coordinate support coverage and monitor key support metrics such as response time and customer satisfaction.

Requirements:

• 2–5 years of experience in customer support, preferably including both frontline support and support system management.

• Hands-on experience with Zendesk administration, including macros, routing, and workflows.

• Ability to maintain or learn AI-powered customer support tools and automation systems.

• Strong process improvement mindset with experience documenting and scaling workflows.

• Excellent written communication skills with an empathetic approach to customer interactions.

• Ability to work independently across multiple brands in a fast-paced remote environment.

• Strong organizational skills with the ability to manage multiple priorities.

• Strong knowledge of:

• Customer support operations and service management.

• AI support automation and workflow optimization.

• CRM systems, ticket management, and customer experience tools.

Preferred Competencies:

• Experience with tools such as Jira, Iterable, or CRM platforms.

• Experience managing support analytics and performance metrics.

• Ability to identify customer issues before they escalate.

• Interest in improving customer experience through technology and automation.