Customer Support

Apollo.io is seeking dedicated and knowledgeable people to join Apollo.io as a Product Advocate. This pivotal role involves delivering exceptional customer experiences by leveraging deep product expertise and strong communication skills. The Product Advocate troubleshoots and resolves customer issues, optimizes support processes, and contributes to Apollo’s values-driven culture. By collaborating across teams, this role ensures customers achieve their goals while demonstrating ownership, curiosity, and a commitment to continuous improvement.

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.
• Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT.

Required Qualifications

• Minimum proven experience of 2 years in at least one entry-level tech Customer Support or Technical Support role
• Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.
• Ability to adapt to change and remain flexible in a dynamic work environment
• Excellent english communication skills, both written and verbal, with an empathetic approach.
• Proficiency with support tools, including live chat and ticketing systems along with processes and metrics like resolution time, customer satisfaction (CSAT), and ticket volume trends.
• Demonstrated ability to manage time effectively and adhere to SLAs.
• Proficiency in tailoring technical explanations for non-technical audiences.
  *Note: If you are studying or have finished a data science or engineering degree we will happy to consider your application if you don't meet the minimum proven experience requirement previously mentioned

Preferred Qualifications