Overviewis the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally.
Founded in 2015, the company provides sales and marketing teams with 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.As a Customer Support / 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.
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.Responsibilities2+ 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 development through weekly 1:1 meetings, focusing on behavioral improvements and performance trends.Utilize KPIs to identify growth opportunities and base discussions on the behaviors driving results.Document insights from performance inspections and develop action plans to address opportunities.Plan and lead weekly team meetings aligned with company values, focusing on skill development, team-building, and important business updates.Foster a culture of continuous learning through training, mentoring, and career progression planning.Maintain open communication across teams with clear updates on processes, changes, and performance expectations.Serve as the primary escalation point for unresolved customer issues to ensure timely and satisfactory resolutions.Contribute to cross-functional projects aimed at enhancing customer experience and driving retention.Lead by example in ethical decision-making, inclusivity, fairness, and integrity.Coaching & Development – mentor and upskill employees through structured coaching plans.Team Engagement & Motivation – build a positive work environment that drives performance and morale.Conflict Resolution – manage disputes and escalations professionally.Recognition & Employee Support – implement structured recognition programs.KPI Analysis & Reporting – track, analyze, and leverage performance data (CSAT, AHT, FCR, SLA).
Accountability & Goal Setting – hold employees accountable through coaching and performance reviews.Operations Inspection & Risk Management – monitor business health through proactive inspection processes.Customer Advocacy – ensure support processes align with customer needs.Escalation & Issue Resolution – identify concerns quickly and escalate when needed for high-quality resolutions.QA & Continuous Improvement – use QA insights to refine support processes.Cross-Functional Collaboration – work with leadership, HR, product, and other departments.Stakeholder Management – communicate with local and global teams to align strategies.Change Management – communicate new policies and tools while securing buy-in.Workflow & Process Optimization – identify inefficiencies and recommend improvements.Knowledge Management – maintain current documentation of processes, FAQs, and resources.CRM & Ticketing Systems – proficiency with Salesforce, Zendesk, Freshdesk, etc., and data analytics tools.Proficient in dashboards and performance-tracking platforms.Crisis Management – assess and resolve operational or customer-impacting issues.Why You'll Love Working at ApolloAt Apollo, we are AI-native and focused on continuous improvement.
We drive productivity for our customers and expect the same mindset from our team.
If you are energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.We invest deeply in your growth, providing resources, support, and autonomy to own your role and make a real impact.
Collaboration is at our core—we're all for one, with 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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📌 Customer Support/Product Advocate Team Lead Office, Mexico City
🏢 Apollo
📍 Ciudad Valles