Manager of Technical Support
The Company
Apollo.io‘s mission is to help every business to fulfill their full market potential by connecting companies with amazing solutions with those who need them most. We’ve built a database of 250 million business contacts and 10 million companies, and our software helps sales and marketing identify and convert their most likely potential customers. We’ve raised over $10 million from Silicon Valley investors such as Y Combinator, Nexus Venture Partners, SV Angel, and Social Capital, and are profitable and continuously growing. We’re headquartered in San Francisco, CA with a brilliant worldwide remote team.
Apollo is the foundation of your entire go-to-market strategy.
Your Role & Mission
We’re looking for a Technical Support Manager to be a core contributor to building a world-class support organization. Our ideal candidate is someone who truly cares for the representative’s success. This leader will be responsible for developing future leaders and ensure excellence in each step on the growth path.
The Technical Support Manager will be responsible for managing customer support channels, either via email, chat, and phone. You’ll also help create scalable processes and content for employees and customers, as well as interface with product and engineering to help improve the platform.
NOTE: This role requires working Eastern/Central Standard Time
Competencies/Key Traits
-Strong analytical, troubleshooting, and problem solving skills.
-Strong leadership and coaching skills.
-Ability to create scalable processes
-Strong communication skills.
-Highly tech-savvy, using his/her skills in order to take advantage of the tools in place.
-Good motivational skills.
-Excellent written and verbal communication skills, able to explain concepts clearly and concisely as well as translate into customer-friendly -language, complex technical knowledge.
-Sense of ownership, a desire to work closely with reps in sometimes tough situations
-Adaptable.
-Dependable, going above and beyond your job description to ensure our employees feel supported
-Exceptional organizational skills.
Daily Adventures/Responsibilities:
– Ensuring that projects/department milestones/goals are met and adhering to OKRs previously set
– When problems arise, you will be key to report to our Eng team, and also effecting quick and permanent solutions when possible.
– Goes above and beyond to ensure client satisfaction and success at all times
– Educates customers and employees at the best of their capabilities to optimize their results
– Makes customer’s voices heard by delivering all the feedback and recommendations to our Product Team and parties related.
– Your mentoring and coaching abilities will be necessary to identify your representative’s areas of opportunity. Your goal is ensure a constant improvement within them, aligned with their own development plan.
– You will take escalations and analyze for each of those, possible and effective solutions guiding your team through questions to also collaborate on the final outcome.
-A large part of this role will be dedicated to collaborate with excellence in the hiring process and ensure our team grows while keeping the standards.
– Reconstructs a timeline of events based on disparate logs/evidence spread out across many places
– Thinks outside of the box using prior experience to enrich our knowledge base and build scalable processes
– Takes full ownership of the different areas of opportunity across the team
Skills and Relevant Experience
-Excellent English communication skills (fluent or native)
-Typically requires 2+ years in leadership roles and a few years background in tech support.
-Experience with Salesforce.com, Zendesk and reporting tools.
-Self-starter, entrepreneurial, hungry, passionate and tech-savvy
-Strong analytical, troubleshooting, and problem solving skills
-A desire to work closely with representatives in sometimes tough situations
-You pride yourself on being a patient leader, a problem solver, ambitious, proactive/assertive, and dependable to follow through.
-Empathetic to customer needs, working to understand the questions that customers and reps ask and why.
-Your friends would describe you as vivacious, strategic, empathetic, and dependable.
-Be hungry and quick to learn.
-Extensive knowledge of the structures and functions that a Successful support department requires.
-Excellent written and verbal communication skills, Able to explain concepts clearly and concisely.
Expected Outcomes
95% of Satisfaction Scores
30 -60 minutes SLA
42 hours of overall resolution time
4.5 and above of Agent rating average (Chat)
30 seconds of FRT for Chats
42 hours of overall resolution time in zendesk for followups.
100% of queue tickets handled Perfectly
100% of escalations from Reps reviewed and approved
100% of new hires ramped Up and onboarded within the first 2 weeks.
1:1 coaching sessions with each rep weekly.
Ticket drives and Tags properly reported (Any variation must be analyzed)
Potential Candidate Profile
Self-starting all-star who can be a coach to our reps to ensure they’re helping customers finding success with Apollo.
What You’ll Love about Apollo
Besides the great compensation package and culture that thrives in openness and excellence, we invest tremendous effort to developing our remote employees’s careers; historically, most people on the Customer Support get promoted within 9 months into higher and larger roles and get the opportunity to turbocharge their career.
Opportunities to Progress in your Career
Apollo is a Y-Combinator backed startup at the forefront of Silicon Valley/B2B SaaS best practices. Originally built by 3 founders (from Harvard, MIT, and Berkeley), the team has a long history of being highly collaborative, encouraging, and growth-minded. Our team is laser-focused at growing and developing our Customer Support Specialists into our future leaders at Apollo or other Silicon Valley companies.
We’re growing the team and scaling how we operate. So, some likely future career moves for you would be:
Senior Technical Support Manager
Technical Support Director