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Customer Support (Product Advocate)
Full-time
Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies. Apollo.io is seeking a Product Advocate to deliver exceptional customer experiences by leveraging deep product expertise and strong communication skills. The Product Advocate troubleshoots and resolves customer issues, optimizes support processes, and contributes to Apollo's values-driven culture. This role is open to residents of Metro Manila, Philippines, and requires full English fluency.
Responsibilities
Handle customer inquiries in digital and voice channels in our CRM to provide technical and product support.
Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively.
Stay up to date on product changes, new features, and integrations.
Validate workflows with peers and identify patterns in customer feedback to inform internal discussions.
Consistently adhere to SLAs, meeting key metrics such as resolution time and CSAT.
Required Qualifications
Minimum 2 years of proven experience in an entry-level Customer Support or Technical Support role.
Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues.
Proficiency with support tools including live chat and ticketing systems, and metrics like CSAT and ticket volume trends.
Apollo.io is an AI-native company built on continuous improvement. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.
