Apollo.io is hiring a
Support Operations Lead in Worldwide

Summary

Apollo.io is a leading go-to-market solution for revenue teams with over 500,000 companies using its platform. The Support Operations Lead will manage and optimize Intercom to enhance customer support interactions, improve key performance metrics, and elevate the customer experience. They will also drive proactive support and optimize customer support processes. The ideal candidate has at least 3 years of experience in GTM Ops, a strong preference for the Support function, and extensive support stack experience, including Intercom.

Requirements

• 3 years in GTM Ops, strong preference in Support function
• Support stack experience ≥3 years, Intercom experience a very strong plus
• Experience building chatbots with a focus on creating seamless and effortless interactions
• Experience integrating a support tool with other support tech stack tools (e.g., salesforce, knowledgebase, quality assurance, workforce management)
• Project management experience - have led mid-scale projects/system roll-outs with well-defined project and communication plans

Responsibilities

• Serve as the primary point of contact for all GTM-related inquiries and requests regarding our customer-facing system, Intercom
• Manage the intake, solutioning, and documentation of requests, ensuring clear communication and efficient project management
• Develop a comprehensive understanding of Intercom functionalities and become the primary resource for troubleshooting, enhancements, and strategic usage of the platform
• Enhance the capabilities and efficacy of our AI chatbot
• Identify and eliminate high-effort customer interaction paths and develop tailored automated responses to common queries
• Collaborate with the Knowledge Base team to refine and optimize help content
• Analyze user behavior and engagement data to identify opportunities for proactive interactions
• Manage touchpoints along the customer journey at a user and account level, delivering Support touchpoints at the appropriate time in their buyer and user journey based on role/persona
• Enhance the efficiency of customer support operations, focusing on reducing response and resolution times while increasing the efficiency of ticket handling through intelligent use of automation technologies

Benefits

• Great compensation package
• Culture that thrives in openness and excellence
• Investment in developing remote employees’ careers
• Collaborative environment where team members can lean on each other to achieve goals
• Empowerment to own your role as a proactive educator