Customer Support Leader - CX & Escalations

Apollo.io; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Apollo.io is seeking a Customer Support Manager to lead our customer support organization, drive KPI performance, and coach Team Leads toward excellence. You will own escalations, partner with CX, Knowledge Base, and Support Ops, and scale processes using data and AI tools to improve CSAT and response times.

This is a high-growth SaaS role offering significant cross-functional impact and leadership opportunities.

Qualifications

• 4+ years in a customer-facing SaaS role (Customer Support, Customer Success, or Customer Experience).
• 2+ years in people management with direct responsibility for Team Leads or senior ICs.
• Experience owning team performance against KPIs including CSAT, SLA adherence, handle time, and response times.
• Proven ability to execute OKR initiatives and drive departmental improvement programs.
• Deep CX expertise with ability to diagnose gaps, own escalation resolution end-to-end, and improve customer satisfaction.
• Executive escalation handling with clear communication to senior stakeholders and closing escalations with minimal oversight.
• Data literacy to track, interpret, and act on performance metrics.
• Experience with support tooling and CRM platforms (Intercom, Salesforce, Zendesk).
• Preferred: Experience in a high-growth SaaS or PLG environment.
• Familiarity with AI-assisted support tooling or automation platforms.
• Exposure to workforce management, support operations, or knowledge base programs.

Responsibilities

• Own resolution of complex customer escalations, acting as senior judgment between Team Leads and the Director of Support.
• Drive measurable improvements in CSAT, response times, handle time, and product engagement through targeted coaching and process interventions.
• Identify recurring customer experience gaps and partner with CX, Knowledge Base, and Support Ops teams to close them through scalable solutions.
• Leverage AI-assisted support tooling and interaction data to surface trends, inform coaching decisions, and improve customer outcomes at scale.
• Lead, coach, and develop a team of Team Leads responsible for frontline support execution, quality, and cultural health.
• Conduct structured 1:1s with all direct reports with clear agendas, actionable feedback, and documented follow-up commitments.
• Build individual development plans for Team Leads with defined milestones, career pathways, and accountability checkpoints.
• Own the day-to-day operational health of assigned support pods, ensuring consistent adherence to SLAs, CE standards, and departmental expectations.
• Lead and execute assigned OKR initiatives end-to-end, with clear tracking, reporting cadences, and cross-functional coordination.
• Partner with Workforce Management, Support Operations, and Data partners to monitor performance signals and respond proactively to capacity or quality risks.
• Define and enforce team-level processes, escalation paths, and documentation standards that drive consistency and reduce variability across pods.
• Partner closely with Operations, Workforce Management, Support Operations, Data, Customer Experience, and Knowledge Base teams to align on priorities and drive shared outcomes.
• Represent the frontline support perspective in cross-functional planning, surfacing team health signals and customer friction points to relevant stakeholders.
• Communicate team performance, OKR progress, and escalation trends to the Director of Support with clarity and consistency.

Skills

Customer-facing SaaS

People management

KPIs & CSAT

OKR execution

CX optimization

Escalation handling

Data analytics

CRM tools

Tools

Intercom

Salesforce

Zendesk

Job description

Apollo.io is seeking a Customer Support Manager to lead our customer support organization, drive KPI performance, and coach Team Leads toward excellence. You will own escalations, partner with CX, Knowledge Base, and Support Ops, and scale processes using data and AI tools to improve CSAT and response times.

This is a high-growth SaaS role offering significant cross-functional impact and leadership opportunities.