Customer Support Team Lead

About the role

Apollo.io is seeking a proactive Customer Support Team Lead to drive the success of its support organization. You will coach and develop a hybrid team, ensure operational excellence, and champion a culture of continuous feedback and recognition.

Key responsibilities

• Provide in‑office leadership while staying connected with remote team members.
• Conduct weekly 1:1 coaching sessions focused on behavior and performance trends.
• Use KPIs to identify growth areas and create action plans.
• Document performance insights and develop improvement initiatives.
• Lead weekly team meetings aligned with company values, skill development, and business updates.
• Foster continuous learning through training, mentoring, and career planning.
• Maintain clear communication across departments about process changes and expectations.
• Serve as the primary escalation point for unresolved customer issues.
• Participate in cross‑functional projects to enhance customer experience and retention.

Required profile

• Minimum 2 years in a leadership role within customer support or a related field.
• Advanced English proficiency.
• Experience working in a hybrid or in‑office environment.
• Strong analytical mindset and data‑driven decision making.

Required skills

• SaaS platforms
• CRM systems
• Telephony tools