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Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members.
As a **Customer Support** Team Lead**, you will play a critical role in driving the success of our customer support team by coaching and developing representatives, ensuring operational excellence, and fostering a culture of feedback and recognition. You will be responsible for monitoring team performance, implementing coaching plans, and maintaining a deep understanding of our processes and products. This role requires a proactive leader who thrives in a data-driven environment, excels in cross-functional collaboration, and is committed to driving both employee and customer success.
**Responsibilities**
- **2+ years in a leadership role within customer support or a related field.**:
- **Prior experience with SaaS, CRM, and telephony tools is a bonus**:
- **English (Advanced Level Required)**:
- Contribute to in-office leadership presence, supporting employees in a hybrid/in-office environment while maintaining a strong connection with remote teams.
- Provide consistent coaching and developmental feedback through weekly 1:1 meetings, ensuring discussions focus on behavioral improvements and performance trends.
- Utilize key performance indicators (KPIs) to identify areas for growth and focus discussions on the behaviors driving results.
- Document insights from performance inspections and develop action plans to address areas of opportunity.
- Plan and lead weekly team meetings in alignment with our company values focusing on team skill development, team-building, and important business updates. - Foster a culture of continuous learning through training sessions, mentoring, and career progression planning.
- Maintain open lines of communication across teams, providing clear and timely updates on processes, changes, and performance expectations. - Embody customer obsession by serving as the primary escalation point for unresolved customer issues, ensuring timely and satisfactory resolution.
- Actively contribute to cross-functional projects aimed at enhancing customer experience and driving retention.
- Lead by example in ethical decision-making, fostering inclusivity, fairness, and integrity in all interactions.
**Competencies**
- Coaching & Development. Ability to mentor, guide, and upskill employees through structured coaching plans.
- Team Engagement & Motivation. Builds a positive work environment that drives team performance and morale.
- Conflict Resolution. Effectively manages disputes, escalations, and difficult conversations with professionalism.
- Recognition & Employee Support - Ensures employees feel valued and supported through structured recognition programs.
- KPI Analysis & Reporting - Proficient in tracking, analyzing, and leveraging performance data (CSAT, AHT, FCR, SLA).
- Accountability & Goal Setting - Holds employees accountable through coaching, action plans, and performance reviews.
- Operational Inspection & Risk Management - Maintains oversight of business health through proactive inspection processes.
- Customer Advocacy - Understands customer needs and ensures support processes align with customer expectations.
- Escalation & Issue Resolution - Quickly identifies customer concerns, escalating when necessary to ensure high-quality resolutions.
- Quality Assurance (QA) & Continuous Improvement - Uses QA insights to refine support processes and improve service delivery.
- Cross-Functional Collaboration - Works effectively with leadership, HR, product, and other departments.
- Stakeholder Management - Ensures clear communication with both local and global teams to align strategies.
- Change Management - Clearly communicates new policies, tools, and strategies while securing buy-in from employees.
- Workflow & Process Optimization - Identifies inefficiencies in support operations and recommends process improvements.
- Knowledge Management - Ensures accurate and updated documentation of processes, FAQs, and customer resources.
- CRM & Ticketing Systems (Salesforce, Zendesk, Freshdesk, etc.) - Utilizes customer support tools effective
