Apollo.io is looking for a Product Advocate to join our team in Mexico City. In this role, you will leverage deep product knowledge and strong communication skills to deliver exceptional customer experiences, troubleshoot issues, and contribute to our values-driven culture focused on continuous improvement through AI and automation.
What You'll Do
- Handle customer inquiries in digital and voice channels in our CRM of choice 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.
- Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT.
What We're Looking For
- Minimum 2 years of proven experience 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.
Nice to Have
- 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.
Team & Environment
We are AI Native, built on a culture of continuous improvement and energized by finding smarter, faster ways to get things done using AI and automation. We are driven by a shared mission to help our customers unlock their full revenue potential. We take extreme ownership, move with focus and urgency, and learn voraciously to stay ahead. We invest deeply in growth, ensuring resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core, and we encourage bold ideas and courageous action, giving freedom to experiment, take smart risks, and drive big wins.
Work Mode
This role follows a local-office model located in Mexico City.
