Partner Support Associate (Austin)
Housing Connector, Austin, TX, United States
Description
About Housing Connector
Housing Connector is a tech-enabled nonprofit working to increase access to housing for people facing barriers. We partner with property owners and community organizations to reduce friction in the housing system and help more people secure and maintain stable housing.
We believe no unit should sit vacant while people need a home.
We are growing quickly and continuing to build stronger systems, clearer processes, and better ways of supporting our partners. This role is an important part of that work.
Role Summary
The Partner Support Associate is the frontline owner of incoming partner requests and housing stability cases. You will manage active issues, coordinate across internal and external stakeholders, and help move work quickly to resolution.
You will support both property partners and community partners, helping solve day-to-day issues that directly impact whether residents remain stably housed.
This role is ideal for someone who is highly organized, responsive, calm under pressure, and energized by solving problems in a fast-moving environment.
What You’ll Do
Manage a queue of incoming tickets and active support cases
Respond to partner questions and concerns promptly and professionally
Coordinate with community partners, residents, and internal teams to resolve issues
Track follow-ups and ensure commitments are completed
Maintain accurate records in Salesforce and other support systems
Escalate urgent, high-risk, or complex matters appropriately
Deliver a professional, solutions-oriented partner experience
Help identify recurring issues and opportunities to improve processes
Success Looks Like
Fast response times
High case closure rates
Strong communication and follow-through
Clean, accurate documentation
Reliable execution with minimal dropped balls
Positive partner experience and trust
Requirements
What We’re Looking For
1–3 years experience in customer support, operations, case management, account coordination, property operations, or similar roles
Proven ability to manage multiple competing priorities in a fast-paced environment
Strong written and verbal communication skills
Ability to navigate difficult or sensitive conversations with professionalism and empathy
Strong organization, documentation, and follow-throughExperience using CRM, ticketing, or case management systems such as Salesforce or Zendesk
Sound judgment and ability to escalate risk or urgent matters appropriately
Self-starter who takes ownership and drives work to resolution
Interest in mission-driven work and community impact
Spanish language skills preferred
Work Location
This is a hybrid role based in Austin, TX with at least one day per week in a local office.
What We Offer
Comprehensive Health Coverage — Medical, dental, and vision plans. 100% employer-paid for employees and 50% for partners/dependents
401(k) with Employer Match (6%) — Invest in your future
Generous Paid Time Off — 22+ days PTO in your first year plus dedicated Community Service Leave
Extensive Holiday Schedule — 11 paid holidays plus a full week off in December
Paid Parental Leave — Paid leave to support growing families
Employee Assistance Program (EAP) — Confidential resources for personal support
Life Insurance — Financial security for you and your loved ones
Flexible Spending Accounts (FSA / DCRA) — Health and dependent care expense accounts
Professional Development — $500 annual reimbursement
Housing Connector is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a workplace free from discrimination and harassment based on any legally protected status or protected characteristic.
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About Housing Connector
Housing Connector is a tech-enabled nonprofit working to increase access to housing for people facing barriers. We partner with property owners and community organizations to reduce friction in the housing system and help more people secure and maintain stable housing.
We believe no unit should sit vacant while people need a home.
We are growing quickly and continuing to build stronger systems, clearer processes, and better ways of supporting our partners. This role is an important part of that work.
Role Summary
The Partner Support Associate is the frontline owner of incoming partner requests and housing stability cases. You will manage active issues, coordinate across internal and external stakeholders, and help move work quickly to resolution.
You will support both property partners and community partners, helping solve day-to-day issues that directly impact whether residents remain stably housed.
This role is ideal for someone who is highly organized, responsive, calm under pressure, and energized by solving problems in a fast-moving environment.
What You’ll Do
Manage a queue of incoming tickets and active support cases
Respond to partner questions and concerns promptly and professionally
Coordinate with community partners, residents, and internal teams to resolve issues
Track follow-ups and ensure commitments are completed
Maintain accurate records in Salesforce and other support systems
Escalate urgent, high-risk, or complex matters appropriately
Deliver a professional, solutions-oriented partner experience
Help identify recurring issues and opportunities to improve processes
Success Looks Like
Fast response times
High case closure rates
Strong communication and follow-through
Clean, accurate documentation
Reliable execution with minimal dropped balls
Positive partner experience and trust
Requirements
What We’re Looking For
1–3 years experience in customer support, operations, case management, account coordination, property operations, or similar roles
Proven ability to manage multiple competing priorities in a fast-paced environment
Strong written and verbal communication skills
Ability to navigate difficult or sensitive conversations with professionalism and empathy
Strong organization, documentation, and follow-throughExperience using CRM, ticketing, or case management systems such as Salesforce or Zendesk
Sound judgment and ability to escalate risk or urgent matters appropriately
Self-starter who takes ownership and drives work to resolution
Interest in mission-driven work and community impact
Spanish language skills preferred
Work Location
This is a hybrid role based in Austin, TX with at least one day per week in a local office.
What We Offer
Comprehensive Health Coverage — Medical, dental, and vision plans. 100% employer-paid for employees and 50% for partners/dependents
401(k) with Employer Match (6%) — Invest in your future
Generous Paid Time Off — 22+ days PTO in your first year plus dedicated Community Service Leave
Extensive Holiday Schedule — 11 paid holidays plus a full week off in December
Paid Parental Leave — Paid leave to support growing families
Employee Assistance Program (EAP) — Confidential resources for personal support
Life Insurance — Financial security for you and your loved ones
Flexible Spending Accounts (FSA / DCRA) — Health and dependent care expense accounts
Professional Development — $500 annual reimbursement
Housing Connector is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a workplace free from discrimination and harassment based on any legally protected status or protected characteristic.
#J-18808-Ljbffr