Apollo
Customer Support
Job Summary
The Product Advocate role involves delivering technical and product support to customers through digital and voice channels, troubleshooting issues, and ensuring customer satisfaction. The position requires strong communication skills, experience in tech support roles, and proficiency with support tools and basic programming knowledge. Candidates should be knowledgeable about SaaS and have the ability to manage customer inquiries effectively while adhering to service level agreements. The role emphasizes continuous learning, cross-team collaboration, and embodying company values to support customer success.
Required Skills
Job Description
Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members.
Responsibilities
- Handle customer inquiries in digital and voice channels in our CRM of choice to provide technical and product support.
- Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively.
- Stay up-to-date on product changes, new features, and integrations, proactively expanding knowledge.
- Validate workflows with peers and identify patterns in customer feedback to inform internal discussions.
- Take ownership of ensuring customers understand key features and benefits aligned with their goals.
- Support Team Operations and Processes
- Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT.
- Embody Apollo’s core values in daily work, inspiring peers through ownership and curiosity.
- Contributing to the Success of Customers
Skills
- Proficient in technical troubleshooting and bug triage support.
- Experience with operating systems, particularly Windows and Mac OS.
- Ability to perform software troubleshooting for various applications.
- Familiarity with triage support and bug tracking.
- Excellent communication skills, both verbal and written, with a focus on customer service.
Required Qualifications
- Minimum proven experience of 2 years in at least one entry-level tech support role (e.g., IT Support Specialist, Service Desk Technician, Technical Support Representative in a tech environment).
- Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.
- Excellent communication skills, both written and verbal, with an empathetic approach.
- Demonstrated ability to manage time effectively and adhere to SLAs.
- Proficiency with support tools, including live chat and ticketing systems and knowledge base management platforms, along with processes and metrics like resolution time, customer satisfaction (CSAT), and ticket volume trends.
- Background in SaaS or technology-focused roles.
- Basic programming knowledge (e.g. SQL) to debug and analyze.
- Proficiency in tailoring technical explanations for non-technical audiences.
- Note: No experience is needed if you are studying or have finished a data science or engineering degree.
Preferred Qualifications
- Knowledge of Apollo’s products, features, and integrations.
- Experience analyzing customer feedback to inform product or process improvements.
- Familiarity with tools like Jira, Salesforce, and REST API integrations.
- Strong foundational knowledge of integration and filtering systems.
- Relevant certifications, such as:
- Certified SaaS Operations Professional (CSOP)
- ITIL Certification
- Postman API Fundamentals
- SQL for Data Science (Coursera)
- Educational background such as:
- Bachelor of Science in Electronics and Communications Engineering
- MS in Data Science
- Certifications in AWS Solutions Architect, Zendesk Support Administration, or ScrumMaster.
We are AI Native
Apollo.io is an AI-native company built on a culture of continuous improvement. We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.
Why You’ll Love Working at Apollo
At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead.
We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.
If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you.
Learn more here!
Apollo
Search, engage, and convert over 210 million contacts at over 35 million companies with Apollo's sales intelligence and engagement platform.
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