Vice President - Customer Support

Role Overview

The VP of Support at Apollo.io will be a strategic leader responsible for developing and executing a comprehensive customer service strategy that aligns with the company’s goals of delivering exceptional customer experiences. This role will drive the transformation of our support organization into a world-class team by setting clear performance goals, fostering a customer-centric culture, and ensuring cross-functional collaboration with Product, Engineering, and Go-to-Market teams. The ideal candidate will be an experienced leader with a proven track record in scaling global support teams and implementing cutting-edge technologies to enhance efficiency and personalization.

Key Responsibilities

Leadership and Strategy

• Develop and execute a customer service strategy aligned with Apollo.io’s goals, enhancing response times, resolution rates, and customer satisfaction.

• Set and manage performance goals and KPIs, ensuring alignment with the company’s vision and values.

• Provide strategic direction, fostering a customer-obsessed culture focused on delivering exceptional experiences.

Team Management

• Lead, coach, and manage a global support team, with oversight of four direct reports.

• Drive continuous improvement through coaching, feedback, and performance evaluations.

• Foster collaboration and communication across global teams, including locations in Latin America and the Philippines.

• Develop succession plans and talent initiatives to ensure a skilled, motivated, and scalable team.

Customer Experience Enhancement

• Identify and implement improvements based on customer feedback, survey data, and best practices.

• Collaborate with cross-functional teams to address customer pain points and drive improvements.

• Integrate customer service technologies, including AI and automation, to enhance efficiency and personalization.

• Stay ahead of trends and technologies to continuously adapt strategies.

Performance Monitoring and Analysis

• Analyze and optimize key support metrics, including cost per ticket, response times, and customer satisfaction.

• Leverage data-driven insights to drive team performance and customer satisfaction.

• Report to executive leadership on achievements, challenges, and action plans.

Relationship Management

• Cultivate relationships with key customers and stakeholders, addressing concerns and ensuring alignment.

• Collaborate with Sales and Account Management to deliver a seamless customer experience.

• Advocate for customers within the organization, influencing decisions to enhance satisfaction.

Crisis and Escalation Management

• Implement crisis management protocols for handling escalations and challenging situations.

• Ensure swift resolution of escalations with professionalism and transparency.

• Identify and address systemic issues to prevent future escalations.

Qualifications

• 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.