The Senior Partner Operations Specialist resolves complex partner issues, manages escalated tickets, and collaborates cross-functionally for effective troubleshooting and partner communication.
Who We Are
At Apartment List, we’re transforming how people rent—making it smarter, easier, and a lot less frustrating. Our platform has already matched over a 1.4 million renters with their next home, while helping properties fill units with the right residents. Backed by strong growth and a big vision, we’re building the future of renting—and inviting bold thinkers to help us shape it!
Role SummaryThe Sr. Partner Operations Specialist (Tier 2) is the technical escalation point for partner issues that require deeper investigation, advanced troubleshooting, and cross-functional coordination. This role owns complex cases end-to-end—especially those involving attribution, lead matching, billing/Accounts Receivable (AR) questions, product configuration nuances, and scenarios where the “standard” Tier 1 playbook doesn’t apply.
Tier 2 is highly consultative and sometimes synchronous: you’ll hop on Zoom/phone with internal customers and sometimes external customers to diagnose problems quickly, walk through workflows live, and align on resolution paths. You’ll work closely with RevOps, Solutions Architects (SAs), and EPD (Engineering/Product/Design) to resolve issues, escalate bugs, and improve the systems and processes that drive recurring partner friction.
- Own escalated tickets from Tier 1 that require technical depth (data, attribution, configuration, workflow edge cases) and drive them to resolution with clear partner communication.
- Run live troubleshooting sessions (Zoom/phone) with partners for complex investigations—screen shares, configuration walkthroughs, and “let’s validate it together” debugging.
- Handle attribution + matching investigations tied to billing/AR, including:
- Validating lead/event matching and billing logic
- Reconciling disputes with clear documentation and evidence
- Coordinating adjustments or next steps with RevOps/AR owners + Account Owners and SAs.
- Perform structured technical troubleshooting: isolate root cause, reproduce issues, assess impact, and identify whether it’s configuration, data quality, partner workflow, or product defect.
- Partner cross-functionally to resolve blockers:
- RevOps / AR: billing disputes, matching rules, credits/adjustments process, reporting alignment
- SAs: complex implementation/config context, non-standard account setups, partner enablement
- EPD: bug escalations, feature limitations, system behavior clarification, prioritization inputs
- Improve escalation quality + internal tooling: provide feedback to Tier 1 on what context is needed before escalation; refine templates/intake forms to reduce back-and-forth.
- Document resolutions deeply: internal-facing notes that capture root cause, what fixed it, and how to prevent recurrence; create “known issue” entries where appropriate.
- Contribute to knowledge management: author Tier 2 runbooks and internal troubleshooting guides; identify which topics should become Help Center content vs internal-only.
- Surface trends and drive prevention: identify repeat technical issues and recommend fixes (process changes, product improvements, partner education, automation).
- Maintain strong partner experience in high-stakes moments (billing disputes, trust-impacting issues) through proactive updates, transparency, and crisp next steps.
- Own and manage multiple complex partner escalations simultaneously, driving investigations to resolution through strong prioritization, technical troubleshooting, and cross-functional coordination.
- Communicate clearly with both partners and internal teams, translating technical findings into actionable updates via email, live troubleshooting sessions, and documentation.
- Produce high-quality bug and issue reports with clear reproduction steps, context, and supporting evidence to enable Engineering, Product, and Design teams to triage and resolve platform issues efficiently.
- Investigate attribution and billing discrepancies across systems (e.g., CRM, billing platforms, event logs) to validate platform behavior and resolve partner disputes.
- Demonstrated success in a customer-facing or partner-facing role, with measurable performance against metrics such as CSAT, resolution time, or case ownership.
- Technical fluency with tools such as Salesforce, Postman, and SQL to support API investigation, data validation, and configuration troubleshooting.
- Proven ability to perform structured RCA, identifying underlying issues and implementing solutions that prevent repeat partner friction.
Success Metrics (KPIs they’ll be measured on)
- Technical Resolution Rate: % of Tier 2 cases resolved without further escalation to EPD/RevOps beyond normal approval paths.
- Time to Resolution (TTR) for Tier 2 escalations: median/average, plus aging distribution (e.g., % >7 days).
- Partner Satisfaction (CSAT) for escalations: CSAT on Tier 2-handled tickets (target can mirror Tier 1 or be separately benchmarked).
- Billing/Attribution Dispute Outcomes:
- Time to resolve billing/matching inquiries
- % resolved with clear evidence and partner understanding
- Reduction in repeat disputes from the same partner/category.
- EPD Escalation Quality: completeness/quality score of bug escalations (repro steps, impact, logs/screenshots, environment/account context) and reduction in “needs more info” loops.
- Make Magic in the Move: Help renters and property teams create better outcomes through smarter technology
- Play to Win: Join a high-performing team focused on meaningful business impact
- Be a Learn-It-All: Work alongside curious, thoughtful teammates who are constantly improving
- Embrace the Beautiful Mess: Build solutions in a fast-moving environment where innovation happens quickly
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 compensation range (base salary plus 10-12% company bonus) for this position is:
- Zone 1: $83,554 - $101,309 TTC + equity
- Zone 2: $76,885 - $93,224 TTC + equity
- Zone 3: $71,021 - $86,111 TTC + 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.
#LI-Remote
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.
Here's what's in it for you (full-time US based employees only; does not apply to contract roles):
- Competitive Compensation: Including annual salary, pre-IPO stock options, and other financial compensation (if applicable)
- Medical, Dental, and Vision Coverage: 100% of premiums covered for you AND all of your dependents
- Unlimited Flexible Time Off: Unlimited FTO in addition to 12 company holidays per year, quarterly “recharge” days, and a week-long holiday break
- Home Office Reimbursement: To cover home office furniture and supplies, monthly home internet, and monthly cell phone (if applicable)
- Health & Wellness Reimbursement: To cover monthly gym membership or other qualifying expenses
- Parental Support: Generous parental and family leave, fertility benefits, and employer-sponsored stipends towards family forming services
- 401k Plan: To support you in your individual retirement goals
- Team Events: Frequent team-building events, fun team off-sites, and bi-annual company meetups
- Commitment to DEI: To prioritize Diversity, Equity, and Inclusion within our workplace and to stay true to our values and mission
- Mentorship and Training: To get you onboard quickly, learn new professional skills, and invest in your career development
- Impact and Visibility: To expose you to and provide the opportunity to work on highly strategic initiatives that will transform the business
- Encouragement and Empowerment: To explore and adopt new technologies and drive meaningful decisions and outcomes
- At Apartment List we believe that everyone deserves a home they love AND a career they love. We strive to build a diverse team that is a reflection of the people we serve; this is made possible through our commitment to fostering a culture of diversity, inclusion, equity, and connectedness.
As a proud equal opportunity employer, we celebrate the collection of individual differences, life experiences, ideas, perspectives, knowledge, and talent. We hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. #LIRemote
Top Skills
Postman
Salesforce
SQL
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