Customer Support Team Lead

About the role

As a Customer Support Team Lead at Apollo.io, you will guide a growing support team, ensuring high‑quality service for our SaaS customers while fostering a culture of continuous improvement and collaboration.

Key responsibilities

• Provide in‑office leadership presence and support hybrid and remote team members.
• Conduct weekly 1:1 coaching sessions focused on behavior and performance trends.
• Use KPIs to identify growth areas, document insights, and create action plans.
• Lead weekly team meetings aligned with company values, covering skill development and business updates.
• Serve as the primary escalation point for unresolved customer issues, ensuring timely resolution.
• Collaborate on cross‑functional projects aimed at enhancing customer experience and retention.
• Promote continuous learning through training, mentoring, and career‑progression planning.
• Maintain clear communication of process changes and performance expectations across teams.

Required profile

• Minimum 2 years of leadership experience in customer support or a related field.
• Advanced proficiency in English.
• Experience working in a hybrid or in‑office environment while coordinating remote staff.
• Data‑driven mindset with ability to translate metrics into actionable coaching.

Required skills

• SaaS platforms
• CRM systems
• Telephony tools