customer support
Posted 3 weeks agoSenior GTM Enablement, Support
at Apollo.io
PhilippinesOn-site
Responsibilities
- You’ll lead in-person facilitation, partner closely with our US-based Everboarding Manager, and co-design ongoing training programs that are scalable, data-informed, and aligned with our business goals.
- Lead New Hire Onboarding (Manila, Philippines ):
- Own the strategy, execution, and measurement of our 6-week onboarding program for new support hires
- Facilitate in-person onboarding experiences, ensuring sessions are engaging, relevant, and role-specific
- Maintain and continuously iterate onboarding documentation, checklists, and training resources
- Design onboarding certification processes and track ramp milestones to measure readiness and success
- Collaborate with the GTM Support Enablement Manager to identify enablement needs based on CSAT, QA, ticket/chat metrics, and product changes
- Co-develop ongoing training initiatives across key areas like tools, workflows, tone/quality, product updates, and customer experience best practices
- Create feedback loops and reporting mechanisms to ensure program effectiveness
- Build Scalable Programs:
- Design scalable learning paths for new hires and tenured agents, including live training, async/self-paced content, microlearning, and certification tracks
- Define and manage success metrics for enablement programs (e.g., time to productivity, QA scores, CSAT, and knowledge assessments)
- Analyze qualitative and quantitative feedback to improve program structure, delivery, and outcomes
- Champion a culture of learning and continuous improvement within the support organization
Requirements
- 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.
- experience for our support organization, with a primary focus on delivering and improving our 6-week new hire onboarding program.
- experience in customer support, enablement, or training roles, with direct ownership of onboarding and learning programs
- SaaS industry experience required
- Proven ability to lead live in-person facilitation and instructional delivery, ideally with