Product Advocate Team Lead

Summary

Join Apollo.io as a Product Advocate Team Lead and play a critical role in driving the success of the customer support team. Coach and develop representatives, ensure operational excellence, and foster a culture of feedback and recognition. Monitor team performance, implement coaching plans, and maintain a deep understanding of processes and products. This role requires a proactive leader who thrives in a data-driven environment, excels in cross-functional collaboration, and is committed to driving both employee and customer success. The position involves leading weekly team meetings, fostering continuous learning, maintaining open communication, and serving as the primary escalation point for customer issues. You will also contribute to cross-functional projects and lead by example in ethical decision-making. Apollo.io offers a collaborative environment where your work matters and your career can thrive.

Requirements

• 2+ years in a leadership role within customer support or a related field
• English (Advanced Level Required)
• Coaching & Development. Ability to mentor, guide, and upskill employees through structured coaching plans
• Team Engagement & Motivation. Builds a positive work environment that drives team performance and morale
• Conflict Resolution. Effectively manages disputes, escalations, and difficult conversations with professionalism
• Recognition & Employee Support – Ensures employees feel valued and supported through structured recognition programs
• KPI Analysis & Reporting – Proficient in tracking, analyzing, and leveraging performance data (CSAT, AHT, FCR, SLA)
• Accountability & Goal Setting - Holds employees accountable through coaching, action plans, and performance reviews
• Operational Inspection & Risk Management – Maintains oversight of business health through proactive inspection processes
• Customer Advocacy – Understands customer needs and ensures support processes align with customer expectations
• Escalation & Issue Resolution – Quickly identifies customer concerns, escalating when necessary to ensure high-quality resolutions
• Quality Assurance (QA) & Continuous Improvement – Uses QA insights to refine support processes and improve service delivery
• Cross-Functional Collaboration – Works effectively with leadership, HR, product, and other departments
• Stakeholder Management – Ensures clear communication with both local and global teams to align strategies
• Change Management – Clearly communicates new policies, tools, and strategies while securing buy-in from employees
• Workflow & Process Optimization – Identifies inefficiencies in support operations and recommends process improvements
• Knowledge Management – Ensures accurate and updated documentation of processes, FAQs, and customer resources
• CRM & Ticketing Systems (Salesforce, Zendesk, Freshdesk, etc.) – Utilizes customer support tools effectively
• Data Analytics & Reporting Tools Proficient in dashboards and performance tracking platforms
• Crisis Management – Able to quickly assess and resolve operational or customer-impacting issues

Responsibilities

• Contribute to in-office leadership presence, supporting employees in a hybrid/in-office environment while maintaining a strong connection with remote teams
• Provide consistent coaching and developmental feedback through weekly 1:1 meetings, ensuring discussions focus on behavioral improvements and performance trends
• Utilize key performance indicators (KPIs) to identify areas for growth and focus discussions on the behaviors driving results
• Document insights from performance inspections and develop action plans to address areas of opportunity
• Plan and lead weekly team meetings in alignment with our company values focusing on team skill development, team-building, and important business updates
• Foster a culture of continuous learning through training sessions, mentoring, and career progression planning
• Maintain open lines of communication across teams, providing clear and timely updates on processes, changes, and performance expectations
• Embody customer obsession by serving as the primary escalation point for unresolved customer issues, ensuring timely and satisfactory resolution
• Actively contribute to cross-functional projects aimed at enhancing customer experience and driving retention
• Lead by example in ethical decision-making, fostering inclusivity, fairness, and integrity in all interactions

Preferred Qualifications

Prior experience with SaaS, CRM, and telephony tools is a bonus

Benefits

• 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