Apollo.io is hiring a Product Advocate to join our team in Mexico City. In this role, you will deliver exceptional customer experiences by leveraging deep product expertise and strong communication skills. You will troubleshoot and resolve customer issues, optimize support processes, and contribute to Apollo’s values-driven culture.
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 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.
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. 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. We invest deeply in your growth, ensuring you have resources, support, and autonomy. Collaboration is at our core—we’re all for one. We encourage bold ideas and courageous action.
Work Mode
This is an in-office position based in Mexico City.
Apollo.io is an equal opportunity employer.
