Customer Experience Advocate

3 days ago

Pasig, National Capital Region, Philippines beBeeTechnical Full time $40,000 - $60,000
Overview

Apollo is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally. Founded in 2015, Apollo provides sales and marketing teams with 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.

The Role

We are seeking dedicated and knowledgeable professionals to join our team as Product Advocates. This role involves delivering exceptional customer experiences by leveraging product expertise and strong communication skills.

Product Advocates troubleshoot and resolve customer issues, optimize support processes, and contribute to our 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 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 our core values in daily work, inspiring peers through ownership and curiosity.
  • Contributing to the Success of Customers
Required Skills and 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.
Benefits

At our company, 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.

Others

Our company is AI native, built on a culture of continuous improvement. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.

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