About The Role

Renting is the largest expense for the average household, and finding the right place can often be overwhelming and stressful. At Apartment List, we are building an easy, delightful, and effective apartment search experience that will improve millions of renters’ lives by making this process less of a burden.

As a Contract Customer Service Agent, you’ll provide the email support renters need while maintaining the integrity and efficiency of our support operations. You’ll handle customer support tickets through Zendesk, escalate technical issues and bugs, and play a key role in keeping our renter experience responses clear, timely, and helpful.

This role will have a set weekly schedule that is flexible based on your availability and time zone.

In this role, you can expect to

• Use Zendesk to triage and respond to customer service email inquiries.
• Help maintain ticket quality and consistency through clear tagging and routing.
• Escalate technical issues and submit bug reports via Jira.
• Assist in bug triaging by identifying ticket trends and high-frequency issues.
• Monitor and escalate urgent tickets such as scam reports, listing inaccuracies, or fraud concerns.
• Manage account deletion and unsubscribe requests through internal tools and Iterable.
• Suggest improvements to help articles and internal documentation based on recurring questions.
  
  

To thrive in this role, you have

• Experience using Zendesk or similar ticketing systems to respond to customer inquiries.
• Strong attention to detail.
• Comfort working with internal tools and workflows and surfacing renter issues to cross-functional stakeholders.
• Clear, empathetic written communication skills.
• A proactive mindset—you spot a renter issues before they escalate and follow up.
• Comfort reviewing and tagging qualitative feedback.
• Familiarity with tools like Jira or Iterable is a plus, but not required.
• The ability to work independently in a fast-paced, remote environment.
  
  

We are focused on building a diverse and inclusive workforce. If you’re excited about this role but do not meet 100% of the qualifications listed, we encourage you to apply.

Apartment List is an equal-opportunity employer. We welcome and encourage diversity in the workplace regardless of race, gender, religion, age, sexual orientation, gender identity, disability, or veteran status.