Aimed at mid-level managers in SaaS customer support who thrive in AI-driven, high-growth environments and can handle executive escalations.
Derived from job-description analysis by Serendipath's career intelligence engine.
Original posting from Apollo.io via Greenhouse
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.
As a Customer Support Manager, you will play a critical role in driving the success of our customer support team. You will be responsible for monitoring team performance, implementing coaching plans, and maintaining a deep understanding of our processes and products.
Required:
- 4+ years in a customer-facing SaaS role (Customer Support, Customer Success, or Customer Experience)
- 2+ years in a people management role with direct responsibility for Team Leads or senior ICs • Demonstrated experience owning team performance against KPIs including CSAT, SLA adherence, handle time, and response times
• Proven ability to execute OKR initiatives and drive departmental improvement programs
- Deep customer experience expertise with a proven ability to diagnose CX gaps, own escalation resolution end-to-end, and drive measurable improvements in customer satisfaction
- Executive escalation handling with comfort owning high-stakes customer situations, communicating clearly to senior stakeholders, and closing escalations with minimal oversight
- Data literacy with the ability to track, interpret, and act on performance metrics independently
- Experience with support tooling and CRM platforms (e.g., Intercom, Salesforce, Zendesk) Preferred: • Experience in a high-growth SaaS or PLG environment
- Familiarity with AI-assisted support tooling or automation platforms
- Exposure to workforce management, support operations, or knowledge base programs
Responsibilities
Customer Experience & Escalation Ownership
- Own resolution of complex customer escalations, acting as the senior judgment layer between Team Leads and the Director of Support.
- Drive measurable improvements in CSAT, response times, handle time, and product engagement through targeted coaching and process interventions.
- Identify recurring customer experience gaps and partner with CX, Knowledge Base, and Support Ops teams to close them through scalable solutions.
- Leverage AI-assisted support tooling and interaction data to surface trends, inform coaching decisions, and improve customer outcomes at scale.
People Leadership & Team Development
- Lead, coach, and develop a team of Team Leads responsible for frontline support execution, quality, and cultural health.
- Conduct structured 1:1s with all direct reports with clear agendas, actionable feedback, and documented follow-up commitments.
- Build individual development plans for Team Leads with defined milestones, career pathways, and accountability checkpoints.
Operational Excellence & OKR Execution
- Own the day-to-day operational health of assigned support pods, ensuring consistent adherence to SLAs, CE standards, and departmental expectations.
- Lead and execute assigned OKR initiatives end-to-end, with clear tracking, reporting cadences, and cross-functional coordination.
- Partner with Workforce Management, Support Operations, and Data partners to monitor performance signals and respond proactively to capacity or quality risks.
- Define and enforce team-level processes, escalation paths, and documentation standards that drive consistency and reduce variability across pods.
Cross-Functional Partnership
- Partner closely with Operations, Workforce Management, Support Operations, Data, Customer Experience, and Knowledge Base teams to align on priorities and drive shared outcomes.
- Represent the frontline support perspective in cross-functional planning, surfacing team health signals and customer friction points to relevant stakeholders.
- Communicate team performance, OKR progress, and escalation trends to the Director of Support with clarity and consistency.
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!
Source: Apollo.io careers (Greenhouse)