Customer Support at Apollo.io

Mexico City, Ciudad de México, Mexico -

Full Time

Start Date

Immediate

Expiry Date

05 Mar, 26

Salary

0.0

Posted On

05 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support, Technical Support, Problem-Solving, Communication Skills, CRM Proficiency, Time Management, Technical Explanations, Adaptability, SaaS Knowledge, Customer Feedback Analysis, Jira Familiarity, Salesforce Familiarity, REST API Knowledge, Basic Programming Knowledge, Continuous Improvement, Collaboration

Industry

Software Development

Description

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. The Role The Product Advocate position is open to residents of Mexico City and requires full English fluency. Apollo.io is seeking dedicated and knowledgeable people to join Apollo.io as a Product Advocate. This pivotal role involves delivering exceptional customer experiences by leveraging deep product expertise and strong communication skills. The Product Advocate troubleshoots and resolves customer issues, optimizes support processes, and contributes to Apollo’s values-driven culture. By collaborating across teams, this role ensures customers achieve their goals while demonstrating ownership, curiosity, and a commitment to continuous improvement. Responsibilities Handle customer inquiries in digital and voice channels in our CRM of choice to provide technical and product support. Ask thoughtful questions to troubleshoot and resolve customer issues, escalating complex problems effectively. Stay up-to-date on product changes, new features, and integrations, proactively expanding knowledge. Validate workflows with peers and identify patterns in customer feedback to inform internal discussions. Take ownership of ensuring customers understand key features and benefits aligned with their goals. Consistently adhere to SLAs, meeting key performance metrics such as resolution time and CSAT. Required Qualifications Minimum proven experience of 2 years in at least one entry-level tech Customer Support or Technical Support role Strong problem-solving skills with the ability to troubleshoot and resolve complex customer issues. Ability to adapt to change and remain flexible in a dynamic work environment Excellent english communication skills, both written and verbal, with an empathetic approach. Proficiency with support tools, including live chat and ticketing systems along with processes and metrics like resolution time, customer satisfaction (CSAT), and ticket volume trends. Demonstrated ability to manage time effectively and adhere to SLAs. Proficiency in tailoring technical explanations for non-technical audiences. *Note: If you are studying or have finished a data science or engineering degree we will happy to consider your application if you don't meet the minimum proven experience requirement previously mentioned Preferred Qualifications Background in SaaS or technology-focused roles. Experience analyzing customer feedback to inform product or process improvements. Familiarity with tools like Jira, Salesforce, and REST API integrations. Strong foundational knowledge of integration and filtering systems. Basic programming knowledge. 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!

Responsibilities

The Product Advocate handles customer inquiries across digital and voice channels, providing technical and product support. They troubleshoot issues, optimize support processes, and ensure customers understand key features aligned with their goals.