Customer Support Manager

About the role

As a Customer Support Manager at Apollo.io, you will lead a high‑performing support team, ensuring exceptional service for our SaaS customers. You will own complex escalations, drive key performance metrics, and partner with cross‑functional teams to continuously improve the customer experience.

Key responsibilities

• Resolve complex customer escalations, acting as the senior judgment layer between Team Leads and the Director of Support.
• Drive measurable improvements in CSAT, response times, handle time, and product engagement through targeted coaching and process interventions.
• Identify recurring CX gaps and collaborate with CX, Knowledge Base, and Support Ops teams to implement scalable solutions.
• Leverage AI‑assisted support tooling and interaction data to surface trends, inform coaching decisions, and enhance overall support quality.
• Own OKR initiatives and departmental improvement programs to meet SLA and KPI targets.

Required profile

• 4+ years in a customer‑facing SaaS role (Support, Success, or Experience).
• 2+ years managing people, with direct responsibility for Team Leads or senior individual contributors.
• Proven track record of meeting KPIs such as CSAT, SLA adherence, handle time, and response times.
• Experience handling executive escalations and communicating with senior stakeholders.
• Strong data literacy to track, interpret, and act on performance metrics independently.

Required skills

• Intercom
• Salesforce
• Zendesk