Vice President - Customer Support

2 days ago

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Apollo.io

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Helping sales teams find their ideal buyers and convert them into customers.

Sales Engagement • Lead Generation • Predictive Analytics • Lead Scoring • Sales Strategy

51 - 200

Description

• The VP of Support will develop a comprehensive customer service strategy aligned with Apollo.io's goals. • Drive the transformation of the support organization into a world-class team. • Set performance goals and foster a customer-centric culture. • Lead, coach, and manage a global support team. • Identify and implement customer feedback improvements. • Collaborate with cross-functional teams to drive enhancement. • Analyze and optimize key support metrics.

Requirements

• Senior leadership experience in customer service, particularly within SaaS and global support teams. • Expertise in customer service strategies, best practices, and technologies, including chat and AI tools. • Proven ability to lead and inspire a diverse, global team. • Strong communication skills and the ability to collaborate with stakeholders at all levels. • Data-driven with a focus on operational excellence and continuous improvement. • Strategic thinker with a customer-first mindset and a passion for delivering exceptional experiences. • Experience in crisis management and handling escalations effectively. • Proficiency in customer service software, CRM systems, and relevant tools.

Benefits

• Compensation package • Culture of openness and excellence • Career development opportunities • Support for remote employees • Collaborative environment