---
title: 'Customer Support Associate at Apartment List'
canonical: 'https://feeny.ai/job/customer-support-associate-apartment-list-within-the-ctbgdjm7p6mp'
type: 'job'
last_seen: '2026-09-05'
---

# Customer Support Associate at Apartment List

- **Company:** Apartment List
- **Location:** Within the, United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-08-07
- **Last confirmed live:** 2026-09-05
- **Apply:** https://jobs.gem.com/apartment-list/am9icG9zdDq2-f3Hyw5MflsjjgzzZs-y

## Job description

## 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.

## About Apartment List

## Company Overview
- **One-liner**: Apartment List is an AI-powered rental marketplace that matches renters with apartments they’ll love, while providing property managers a complete resident lifecycle platform.
- **Entity Type**: Private (Series D, $179M total funding)
- **Headquarters**: San Francisco, California, United States
- **Founded**: Not publicly available
- **Founders**: Not publicly available

## Core Business
- Primary industry: Internet Marketplace Platforms (rental housing)
- Target customers: B2C (renters) and B2B (property managers, landlords)
- Mission: “Everyone deserves a home they love” — [apartmentlist.com](https://www.apartmentlist.com/about/us)

## Products & Services
- **[Rental Search Platform]**: Free service for renters to search over 7 million apartment units across the U.S., with personalized matchmaking via AI quiz and curated listings. Type: Marketplace / SaaS.
- **[Resident Lifecycle Platform]**: AI-powered tools for leasing, engagement, and retention, including virtual leasing assistant (acquired Diffe.rent). Type: B2B SaaS.
- **[Home Bridge Connect]**: Social impact program providing free housing nights to families in crisis. Type: Non-profit initiative.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Annual revenue of $40M; total funding of $179M across 7 rounds — [linkedin.com](https://www.linkedin.com/company/apartment-list)
- **Notable Investors/Partners**: Celebrity investors including Lizzo, Priyanka Chopra Jonas, Andre Iguodala, Alex Rodriguez, and Daryl Morey — [apartmentlist.com](https://www.apartmentlist.com/about/us)
- **Growth Signals**: 41M renters matched to date; 7M apartment units listed; headcount grew 8.8% YoY to 250 employees; acquired Diffe.rent (AI leasing assistant); transitioned to virtual-first company in 2020 — [apartmentlist.com](https://www.apartmentlist.com/about/us), [linkedin.com](https://www.linkedin.com/company/apartment-list)

## Competitive Advantages
- **AI‑powered personalization**: Proprietary matching algorithm creates a “Perfect Match” for each renter, differentiating from standard classified listings.
- **Scale**: Largest free rental search platform in the U.S. with 7M units and 41M matches.
- **Remote‑first talent pool**: Virtual-first model allows hiring across 142 cities, 32 states, and 2 countries, enabling access to diverse talent.
- **Social impact**: Home Bridge program and DEI advocacy build brand loyalty and employee engagement.

## Strategic Focus
- Transitioning from a standard ILS (Internet Listing Service) to a full marketplace model.
- Expanding AI capabilities across the resident lifecycle (leasing, engagement, retention).
- Deepening partnerships with property managers and growing inventory.
- Maintaining a virtual-first culture to attract top talent nationally.

## Why Work Here
- **Work model**: 100% remote (virtual-first) with optional in‑person meetups. Employees live across 142 cities and 32 states — [apartmentlist.com](https://www.apartmentlist.com/about/careers)
- **Culture**: Named one of Built In’s “100 Best Companies to Work for” in the U.S. (4.6/5 rating). Emphasis on transparency, collaboration, and empowerment — [apartmentlist.com](https://www.apartmentlist.com/about/careers)
- **Perks**: Unlimited Flexible Time Off (FTO) plus additional paid time off; comprehensive health coverage; annual wellness week; career development & L&D programs; Employee Resource Groups (ERGs) for Black, Women, API, Latinx, and Pride communities — [apartmentlist.com](https://www.apartmentlist.com/about/careers)
- **Engineering culture**: Open roles include Senior Software Engineer, Data Scientist (GenAI), Staff Data Scientist, and Search Infrastructure Architect — [jobs.gem.com](https://jobs.gem.com/apartment-list)

## Sources
1. [apartmentlist.com – Careers page](https://www.apartmentlist.com/about/careers)
2. [apartmentlist.com – About Us](https://www.apartmentlist.com/about/us)
3. [jobs.gem.com – Apartment List open positions](https://jobs.gem.com/apartment-list)
4. [linkedin.com – Apartment List company page](https://www.linkedin.com/company/apartment-list)
5. [apartmentlist.com – Homepage](https://www.apartmentlist.com/)

## Other roles at Apartment List

- [AI Core Product Manager](https://feeny.ai/job/ai-core-product-manager-apartment-list-israel-h4fv83f9c55g) — Israel
- [Director, Lifecycle Marketing](https://feeny.ai/job/director-lifecycle-marketing-apartment-list-within-the-8z30gss5wr73) — Within the, United States
- [Senior Software Engineer II (ML Ops), Marketplace](https://feeny.ai/job/senior-software-engineer-ii-ml-ops-marketplace-apartment-list-within-rsvtyh8zt342) — Within, Canada
- [Senior Software Engineer II (ML Ops), Marketplace](https://feeny.ai/job/senior-software-engineer-ii-ml-ops-marketplace-apartment-list-within-the-gk5v6cz4hakr) — Within the, United States
- [Senior Associate, Performance Marketing](https://feeny.ai/job/senior-associate-performance-marketing-apartment-list-within-the-6aqffc0mg05y) — Within the, United States
- [Account Executive - Mountain Plains](https://feeny.ai/job/account-executive-mountain-plains-apartment-list-denver-gpgxngxmrwnc) — Denver, CO
- [Account Executive - Southwest](https://feeny.ai/job/account-executive-southwest-apartment-list-salt-lake-city-mkz4eecyff2f) — Salt Lake City, UT
- [Senior Account Executive - Northeast](https://feeny.ai/job/senior-account-executive-northeast-apartment-list-new-york-zs8xyzaksdy2) — New York, NY
- [Staff Data Scientist](https://feeny.ai/job/staff-data-scientist-apartment-list-within-the-fj0sc0dbzjjk) — Within the, United States
- [Senior Data Engineer II](https://feeny.ai/job/senior-data-engineer-ii-apartment-list-within-the-y9e1y21yrvg3) — Within the, United States