Exceptional Customer Experience Specialist

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, Apollo provides sales and marketing teams with 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 turns prospects into customers. With a strong focus on continuous improvement, Apollo is an AI-native company built on a culture of innovation. We're driven by a shared mission: to help our customers unlock their full revenue potential.

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 our values-driven culture.

1. Handle customer inquiries in digital and voice channels to provide technical and product support.
2. Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively.
3. Stay up-to-date on product changes, new features, and integrations, proactively expanding knowledge.
4. Validate workflows with peers and identify patterns in customer feedback to inform internal discussions.
5. Take ownership of ensuring customers understand key features and benefits aligned with their goals.
6. Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT.

• 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.

• Background in SaaS or technology-focused roles.
• 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.
• Basic programming knowledge.

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—this is the place for you.

We're seeking dedicated and knowledgeable individuals to join our team as a Product Advocate. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.