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.