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Apollo.io is seeking a Product Advocate to join its customer support team in Metro Manila. This role is central to delivering exceptional customer experiences by leveraging deep product expertise and strong communication skills.
You will handle customer inquiries across digital and voice channels using Apollo's CRM, troubleshooting and resolving technical and product issues. You'll ask thoughtful questions to diagnose problems, escalate complex issues appropriately, and take ownership of ensuring customers understand key features aligned with their goals. The role requires staying current on product changes, new features, and integrations, while validating workflows with peers and identifying patterns in customer feedback to inform internal product and process discussions.
You will consistently meet SLAs and key performance metrics including resolution time and customer satisfaction (CSAT). This is an individual contributor role focused on customer success and operational excellence within a values-driven, AI-native culture.
About Apollo: Founded in 2015, Apollo.io is one of the fastest-growing SaaS companies, trusted by over 500,000 companies globally. The platform provides sales and marketing teams with verified contact data for 210+ million B2B contacts and 35 million companies, plus engagement and conversion tools in a unified platform. Apollo has raised approximately $250 million and is valued at $1.6 billion, backed by Sequoia Capital, Bain Capital Ventures, and other top-tier investors.
**Requirements:**
- Minimum 2 years proven experience in entry-level tech customer support or technical support roles (or recent completion of a data science or engineering degree with willingness to learn)
- Strong problem-solving skills with ability to troubleshoot and resolve complex customer issues
- Ability to adapt to change and remain flexible in dynamic environments
- Excellent English communication skills, both written and verbal, with empathetic approach
- Proficiency with support tools including live chat and ticketing systems; understanding of metrics like resolution time, CSAT, and ticket volume trends
- Demonstrated ability to manage time effectively and adhere to SLAs
- Proficiency in tailoring technical explanations for non-technical audiences
- Full English fluency required; must be a resident of Metro Manila, Philippines
**Preferred Qualifications:**
- 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
