Vice President, Customer Support

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. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 270 million B2B contacts, 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. Apollo.io is growing rapidly, with 900% revenue growth since 2021, and is looking for world-class talent to keep building with us.

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.

Team Management

• 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.

Customer Experience Enhancement

• 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.

Performance Monitoring and Analysis

• 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.

Relationship Management

• 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.

Crisis and Escalation Management

• 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.

Qualifications

• 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 h