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Customer Support Team Lead
Full-time
Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies. As a Customer Support Team Lead, you'll coach and develop representatives, ensure operational excellence, and foster a culture of feedback and recognition. You'll monitor team performance, implement coaching plans, and serve as the primary escalation point for unresolved customer issues in a data-driven, AI-native environment.
Responsibilities
Provide consistent coaching and developmental feedback through weekly 1:1s focused on behaviors and performance trends.
Use KPIs (CSAT, AHT, FCR, SLA) to identify areas for growth and document insights into action plans.
Plan and lead weekly team meetings focused on skill development, team-building and business updates.
Foster a culture of continuous learning through training, mentoring and career progression planning.
Serve as the primary escalation point for unresolved customer issues, ensuring timely resolution.
Contribute to cross-functional projects that enhance customer experience and drive retention.
What you bring
2+ years in a leadership role within customer support or a related field.
Prior experience with SaaS, CRM and telephony tools is a bonus.
Advanced English.
Strengths in coaching and development, KPI analysis and reporting, conflict resolution, QA and continuous improvement, and stakeholder management.
Proficiency with CRM and ticketing systems (Salesforce, Zendesk, Freshdesk) and performance dashboards.
AI-native: Apollo is built on continuous improvement and expects the team to find smarter, faster ways to work using AI and automation.
