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Apollo.io is a leading go-to-market platform trusted by over 500,000 companies globally. Founded in 2015, the company has raised approximately $250 million and is valued at $1.6 billion, backed by top-tier investors including Sequoia Capital and Bain Capital Ventures.
The Product Advocate (Customer Support Specialist) role is a hybrid position based in Metro Manila, Philippines. This pivotal role involves delivering exceptional customer experiences by leveraging deep product expertise and strong communication skills.
Key Responsibilities:
- Handle customer inquiries across digital and voice channels using the company's CRM to provide technical and product support
- Troubleshoot and resolve customer issues through thoughtful questioning, escalating complex problems effectively
- Stay current 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 meet SLAs and key performance metrics including resolution time and customer satisfaction (CSAT)
The role emphasizes ownership, curiosity, and continuous improvement. You'll collaborate across teams to ensure customers achieve their goals while contributing to Apollo's values-driven culture. Apollo is an AI-native company that encourages bold ideas, courageous action, and finding smarter, faster ways to work using AI and automation.
Required Qualifications:
- Minimum 2 years proven experience in entry-level tech customer support or technical support roles (or equivalent background in 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 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, and 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
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
