SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
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-related 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 with product changes, new features, and integrations, while validating workflows with peers and identifying patterns in customer feedback to inform internal product and process discussions.
Key responsibilities include:
- Managing customer inquiries in digital and voice channels via CRM
- Troubleshooting and resolving customer issues with effective escalation of complex problems
- Staying up-to-date on product changes, features, and integrations
- Validating workflows and identifying patterns in customer feedback
- Ensuring customers understand key features and benefits aligned with their goals
- Consistently meeting SLAs and key performance metrics (resolution time, CSAT)
Apollo.io is a leading go-to-market platform trusted by over 500,000 companies globally. Founded in 2015, it has raised approximately $250 million and is valued at $1.6 billion. The company provides sales and marketing teams with verified contact data for 210+ million B2B contacts and 35 million companies, along with engagement and conversion tools in a unified platform.
The company operates as an AI-native organization with a culture of continuous improvement, emphasizing extreme ownership, focus, urgency, and voracious learning. You'll work in a collaborative environment where teams across departments support each other's success, with encouragement for bold ideas and courageous action.
REQUIREMENTS:
- Minimum 2 years proven experience in entry-level tech Customer Support or Technical Support role (or currently studying/completed data science or engineering degree)
- Strong problem-solving skills with ability to troubleshoot and resolve complex customer issues
- Ability to adapt to change and remain flexible in dynamic work environment
- 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 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
