Customer Experience Team Lead

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.**The Customer Experience Team Lead position is open to residents of Mexico and requires full English fluency.**The Customer Experience Team Lead plays a critical role in shaping how we deliver quality, accuracy, and empathy in every support interaction. You’ll lead and support a group of CE Analysts who specialize in QA, DSAT, and calibration, ensuring consistency, timely feedback, and measurable improvements across support teams. Your work will directly impact the customer journey and help Apollo deliver a best-in-class support experience.**Key Responsibilities**- Guide CE Analysts in DSAT and QA evaluations, calibration sessions, and performance feedback.- Serve as the point of contact for escalations, appeals, and cross-functional issues affecting support quality.- Own weekly CE reporting, flag trends, and coordinate with Support, Ops, and Product to address systemic issues.- Lead staff calibrations and facilitate bi-weekly rep calibrations to ensure alignment across QA standards.- Track CE metrics (e.g., grading accuracy, DSAT coverage, calibration scores) and maintain team visibility.- Onboard and certify new CE hires and support the continuous development of junior analysts.- Participate in OKR planning, ensuring CE priorities are aligned with department and company-level goals.**Required Qualifications**- 3-5 years of experience in Customer Experience, Quality Assurance, or Customer Support roles.- 2 years of experience as a Team Lead- Experience leading calibration sessions, QA reviews, or DSAT feedback loops.- Strong familiarity with tools like MaestroQA, Intercom, and Zendesk.- Advanced Excel and data reporting skills (pivot tables, lookups, performance tracking).- Ability to manage competing priorities and deliver outcomes independently.- Exceptional communication and stakeholder management skills.- Full English fluency.**Preferred Qualifications**- Prior experience in a fast-paced SaaS or tech environment.- Experience in performance coaching or analyst development.- Knowledge of support taxonomies, macro systems, and internal knowledge workflows.**Key Competencies**- People Leadership: Coaches team members toward clarity, impact, and continuous growth.- Operational Rigor: Manages calibrations, reviews, and reporting with consistency and detail.- Customer Obsession: Advocates for what’s best for customers and their experience.- Collaboration: Navigates cross-functional priorities with empathy and clear communication.- Analytical Thinking: Surfaces trends and proposes measurable, strategic improvements.**We are AI Native**:Apollo.io is an AI-native company built on a culture of continuous improvement. We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.**Why You’ll Love Working at Apollo**:At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we **take extreme ownership** of our work, **move with focus and urgency**, and **learn voraciously** to stay ahead.We invest deeply in your growth, ensuring you have the resources, support, and autonomy to **own your role and make a real impact**. Collaboration is at our core—we’re **all for one**, meaning you’ll have a team across departments ready to help you succeed. We encourage **bold ideas and courageous action**, giving you the freedom to experiment, take smart risks, and drive big wins.If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you.Learn more here