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Support Operations Manager
Full-time
Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies. In this high-ownership role, you'll set the direction for how Apollo uses AI and automation within its support platform, own execution, and drive adoption. You'll have full ownership over the Intercom platform, AI agent configuration, and the workflow automation layer beneath it.
AI agent and automation strategy
Own the end-to-end performance of Intercom Fin AI, from configuration and content training to continuous optimization, with AI deflection rate as the primary success metric.
Independently identify automation opportunities across the customer journey, build them, and lead org-wide rollout.
Design intelligent routing logic and workflow automation that drives deflection while preserving quality and satisfaction.
Support tech stack ownership
Serve as the primary internal expert for Intercom, owning platform architecture and roadmap.
Own integration architecture between Intercom and tools such as Salesforce, Zapier, Zendesk KB, and Assembled.
About you
5+ years in Support Operations, GTM Ops, or Revenue Operations.
3+ years hands-on with a support tech stack; direct Intercom experience a plus.
Proven track record building and optimizing AI chatbots or automated interaction flows with measurable deflection impact.
