Apollo.io is looking for a Product Advocate (Customer Support) to deliver exceptional customer experiences by leveraging deep product expertise and strong communication skills. You’ll troubleshoot and resolve customer issues, optimize support processes, and contribute to Apollo’s values-driven culture of continuous improvement and shared mission.

What You'll Do

Handle customer inquiries in digital and voice channels through 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 your 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.
Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT.
Embody Apollo’s core values in daily work, inspiring peers through ownership and curiosity.

What We're Looking For

A minimum of 2 years of proven experience 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.
Note: No experience is needed if you are studying or have finished a data science or engineering degree.

Nice to Have

Knowledge of Apollo’s products, features, and integrations.
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.
Relevant certifications, such as: Certified SaaS Operations Professional (CSOP), ITIL Certification, Postman API Fundamentals, SQL for Data Science (Coursera).
Educational background such as: Bachelor of Science in Electronics and Communications Engineering, MS in Data Science.
Certifications in AWS Solutions Architect, Zendesk Support Administration, or ScrumMaster.