customer support
Posted May 11Customer Support Manager
at Apollo.io
Mexico City, MexicoOn-site
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.
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.
- 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