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Customer Support Team Lead
Full-time
Apollo.io, the leading go-to-market solution for revenue teams, is hiring a Customer Support Team Lead to coach and develop representatives, ensure operational excellence, and foster a culture of feedback and recognition in a data-driven environment.
Responsibilities
Provide consistent coaching and developmental feedback through weekly 1:1 meetings.
Use KPIs (CSAT, AHT, FCR, SLA) to identify growth areas and build action plans.
Plan and lead weekly team meetings focused on skill development and business updates.
Serve as the primary escalation point for unresolved customer issues.
Contribute to cross-functional projects that enhance customer experience and retention.
Requirements
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 proficiency.
Strong coaching, conflict resolution, QA, and stakeholder management skills.
Apollo.io is an AI-native company built on continuous improvement, expecting the team to find smarter, faster ways to work using AI and automation.
