Product Advocate Team Lead

Apollo.io; Ciudad de México; Híbrido; USD 40,000 - 80,000; Jornada completa

Descripción de la vacante

An established industry player is seeking a Product Advocate Team Lead to drive the success of their customer support team. This role involves coaching and developing team members, ensuring operational excellence, and fostering a culture of feedback and recognition. The ideal candidate thrives in a data-driven environment and excels in cross-functional collaboration. With a commitment to both employee and customer success, you will play a pivotal role in enhancing the customer experience and driving retention. If you are passionate about leadership and making a real impact, this opportunity is perfect for you.

Formación

• 2+ years in a leadership role within customer support or a related field.
• Experience with SaaS, CRM, and telephony tools is a bonus.
• Advanced English proficiency required.

Responsabilidades

• Monitor team performance and implement coaching plans.
• Foster a culture of continuous learning and team engagement.
• Act as primary escalation point for unresolved customer issues.

Conocimientos

Leadership

Coaching

Customer Support

Data Analysis

Conflict Resolution

CRM Tools

KPI Analysis

Cross-Functional Collaboration

Herramientas

Salesforce

Zendesk

Freshdesk

Data Analytics Tools

Descripción del empleo

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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. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, 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.

As a Product Advocate Team Lead, you will play a critical role in driving the success of our customer support team by coaching and developing representatives, ensuring operational excellence, and fostering a culture of feedback and recognition. You will be responsible for monitoring team performance, implementing coaching plans, and maintaining a deep understanding of our processes and products. This role requires a proactive leader who thrives in a data-driven environment, excels in cross-functional collaboration, and is committed to driving both employee and customer success.

Responsibilities

• 2+ years in a leadership role within customer support or a related field.
• Prior experience with SaaS, CRM, and telephony tools is a bonus
• English (Advanced Level Required)
• Contribute to in-office leadership presence, supporting employees in a hybrid/in-office environment while maintaining a strong connection with remote teams.
• Provide consistent coaching and developmental feedback through weekly 1:1 meetings, ensuring discussions focus on behavioral improvements and performance trends.
• Utilize key performance indicators (KPIs) to identify areas for growth and focus discussions on the behaviors driving results.
• Document insights from performance inspections and develop action plans to address areas of opportunity.
• Plan and lead weekly team meetings in alignment with our company values focusing on team skill development, team-building, and important business updates. - Foster a culture of continuous learning through training sessions, mentoring, and career progression planning.
• Maintain open lines of communication across teams, providing clear and timely updates on processes, changes, and performance expectations. - Embody customer obsession by serving as the primary escalation point for unresolved customer issues, ensuring timely and satisfactory resolution.
• Actively contribute to cross-functional projects aimed at enhancing customer experience and driving retention.
• Lead by example in ethical decision-making, fostering inclusivity, fairness, and integrity in all interactions.
• Coaching & Development. Ability to mentor, guide, and upskill employees through structured coaching plans.
• Team Engagement & Motivation. Builds a positive work environment that drives team performance and morale.
• Conflict Resolution. Effectively manages disputes, escalations, and difficult conversations with professionalism.
• Recognition & Employee Support – Ensures employees feel valued and supported through structured recognition programs.
• KPI Analysis & Reporting – Proficient in tracking, analyzing, and leveraging performance data (CSAT, AHT, FCR, SLA).
• Accountability & Goal Setting - Holds employees accountable through coaching, action plans, and performance reviews.
• Operational Inspection & Risk Management – Maintains oversight of business health through proactive inspection processes.
• Customer Advocacy – Understands customer needs and ensures support processes align with customer expectations.
• Escalation & Issue Resolution – Quickly identifies customer concerns, escalating when necessary to ensure high-quality resolutions.
• Quality Assurance (QA) & Continuous Improvement – Uses QA insights to refine support processes and improve service delivery.
• Cross-Functional Collaboration – Works effectively with leadership, HR, product, and other departments.
• Stakeholder Management – Ensures clear communication with both local and global teams to align strategies.
• Change Management – Clearly communicates new policies, tools, and strategies while securing buy-in from employees.
• Workflow & Process Optimization – Identifies inefficiencies in support operations and recommends process improvements.
• Knowledge Management – Ensures accurate and updated documentation of processes, FAQs, and customer resources.
• CRM & Ticketing Systems (Salesforce, Zendesk, Freshdesk, etc.) – Utilizes customer support tools effectively. - Data Analytics & Reporting Tools
• Proficient in dashboards and performance tracking platforms.
• Crisis Management – Able to quickly assess and resolve operational or customer-impacting issues.

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 to own 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.

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