Full-Time Product Advocate Team Lead

Apollo.io is a leading go-to-market solution, trusted by over 500,000 companies. It helps revenue teams access verified contact data and tools for engagement & conversion.

As a Product Advocate Team Lead, you'll coach and develop support representatives, ensuring operational excellence and a positive culture.

Responsibilities:

• Coaching & Development: Mentoring, guiding, and upskilling employees through structured plans.
• Team Engagement & Motivation: Creating a positive work environment.
• Conflict Resolution: Managing disputes and difficult conversations professionally.
• Recognition & Employee Support: Ensuring employee value and support through structured programs.
• KPI Analysis & Reporting: Tracking, analyzing, and leveraging performance data (CSAT, AHT, FCR, SLA).
• Accountability & Goal Setting: Holding employees accountable through coaching and reviews.
• Operational Inspection & Risk Management: Maintaining oversight of business health.
• Customer Advocacy: Ensuring support processes align with customer expectations.
• Escalation & Issue Resolution: Identifying and resolving customer concerns.
• Quality Assurance & Continuous Improvement: Refining support processes and improving service.
• Cross-Functional Collaboration: Working with leadership, HR, product, and other departments.
• Stakeholder Management: Ensuring communication with global teams.
• Change Management: Communicating new policies, tools, and strategies.
• Workflow & Process Optimization: Identifying and improving support operations.
• Knowledge Management: Ensuring accurate documentation of processes and resources.
• CRM & Ticketing Systems: Utilizing customer support tools effectively.
• Data Analytics & Reporting Tools: Utilizing performance tracking platforms.
• Crisis Management: Quickly resolving operational or customer-impacting issues.

Requirements:

• 2+ years in a leadership role within customer support.
• Prior experience with SaaS, CRM, and telephony tools preferred.
• Advanced English required.

Why Apollo?:

• Strong company values centered around ownership, focus, and learning.
• Investment in employee growth and support.
• Collaborative environment fostering employee success.
• Opportunities for bold ideas and action.

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