Customer Support Manager

PhilippinesOn-site

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Responsibilities

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.
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.
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.
Define and enforce team-level processes, escalation paths, and documentation standards that drive consistency and reduce variability across pods.
Represent the frontline support perspective in cross-functional planning, surfacing team health signals and customer friction points to relevant stakeholders.

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.
You will be responsible for monitoring team performance, implementing coaching plans, and maintaining a deep understanding of our processes and products. Required :
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
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