Customer Support

Apollo.io; Ciudad de México; Presencial; MXN 367,000 - 551,000; Jornada completa

Descripción de la vacante

A tech company in Mexico City is hiring a Product Advocate to provide technical support and improve customer experiences. Candidates should have at least two years in a customer support role, excellent English communication skills, and the ability to adapt in a dynamic setup. This position involves using support tools to resolve customer inquiries and collaborating across teams to drive improvement. Join a culture that values continuous growth and innovation.

Formación

• Minimum proven experience of 2 years in customer support or technical support.
• Proficiency with support tools, including live chat and ticketing systems.
• Demonstrated ability to manage time effectively and adhere to SLAs.

Responsabilidades

• Handle customer inquiries in digital and voice channels.
• Troubleshoot and resolve customer issues effectively.
• Stay up-to-date on product changes and new features.

Conocimientos

Problem-solving skills

Excellent English communication

Flexibility in dynamic environments

Educación

Data science or engineering degree (if applicable)

Herramientas

Jira

Salesforce

REST API integrations

Descripción del empleo

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 be 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 toown 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.