Vice President, Customer Support
Role Overview
The VP of Support at Apollo.io will be a strategic leader responsible for developing and executing a comprehensive customer service strategy that aligns with the company’s goals of delivering exceptional customer experiences. This role will drive the transformation of our support organization into a world-class team by setting clear performance goals, fostering a customer-centric culture, and ensuring cross-functional collaboration with Product, Engineering, and Go-to-Market teams. The ideal candidate will be an experienced leader with a proven track record in scaling global support teams and implementing cutting-edge technologies to enhance efficiency and personalization.
Key Responsibilities
Leadership and Strategy
- Develop and execute a customer service strategy aligned with Apollo.io’s goals, enhancing response times, resolution rates, and customer satisfaction.
- Set and manage performance goals and KPIs, ensuring alignment with the company’s vision and values.
- Provide strategic direction, fostering a customer-obsessed culture focused on delivering exceptional experiences.
- Lead, coach, and manage a global support team, with oversight of four direct reports.
- Drive continuous improvement through coaching, feedback, and performance evaluations.
- Foster collaboration and communication across global teams, including locations in Latin America and the Philippines.
- Develop succession plans and talent initiatives to ensure a skilled, motivated, and scalable team.
- Identify and implement improvements based on customer feedback, survey data, and best practices.
- Collaborate with cross-functional teams to address customer pain points and drive improvements.
- Integrate customer service technologies, including AI and automation, to enhance efficiency and personalization.
- Stay ahead of trends and technologies to continuously adapt strategies.
- Analyze and optimize key support metrics, including cost per ticket, response times, and customer satisfaction.
- Leverage data-driven insights to drive team performance and customer satisfaction.
- Report to executive leadership on achievements, challenges, and action plans.
- Cultivate relationships with key customers and stakeholders, addressing concerns and ensuring alignment.
- Collaborate with Sales and Account Management to deliver a seamless customer experience.
- Advocate for customers within the organization, influencing decisions to enhance satisfaction.
- Implement crisis management protocols for handling escalations and challenging situations.
- Ensure swift resolution of escalations with professionalism and transparency.
- Identify and address systemic issues to prevent future escalations.
- Senior leadership experience in customer service, particularly within SaaS and global support teams.
- Expertise in customer service strategies, best practices, and technologies, including chat and AI tools.
- Proven ability to lead and inspire a diverse, global team.
- Strong communication skills and the ability to collaborate with stakeholders at all levels.
- Data-driven with a focus on operational excellence and continuous improvement.
- Strategic thinker with a customer-first mindset and a passion for delivering exceptional experiences.
- Experience in crisis management and handling escalations effectively.
- Proficiency in customer service software, CRM systems, and relevant tools.
Besides the great compensation package and culture that thrives in openness and excellence, we invest tremendous effort into developing our remote employees’ careers. The team embraces that we have a sole purpose: to help customers maximize their full revenue potential on the Apollo platform. This mindset opens us up to a lot of creative approaches to making customers successful at scale. You’ll be a significant part of a lean, remote team, empowered to really own your role as a proactive educator. We’re very collaborative at Apollo, so you’ll be able to lean on your teammates, even in adjacent departments, to help you achieve lofty goals. You’ll be supported and encouraged to experiment and take educated risks that lead to big wins. And, you’ll have a whole team remotely by your side to help you do it!
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Seniority level
Executive -
Employment type
Full-time -
Job function
Other -
Industries
Software Development
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