Customer Support - Product Advocate

Job Description

Apollo.io is seeking a dedicated and knowledgeable Product Advocate to join their team in Mexico City. This role is pivotal in delivering exceptional customer experiences by leveraging deep product expertise and strong communication skills. The Product Advocate will troubleshoot and resolve customer issues, optimize support processes, and contribute to Apollo’s values-driven culture. By collaborating across teams, this role ensures customers achieve their goals while demonstrating ownership, curiosity, and a commitment to continuous improvement.Responsibilities include:

• Handling customer inquiries in digital and voice channels to provide technical and product support.
• Troubleshooting and resolving customer issues, escalating complex problems effectively.
• Staying up-to-date on product changes, new features, and integrations.
• Validating workflows with peers and identifying patterns in customer feedback.
• Ensuring customers understand key features and benefits aligned with their goals.
• Adhering to SLAs and meeting key performance metrics.
• Embodying Apollo’s core values in daily work.

Requirements include:

• Minimum of 2 years of experience in a tech support role.
• Strong problem-solving skills.
• Excellent communication skills, both written and verbal.
• Ability to manage time effectively and adhere to SLAs.
• Proficiency with support tools and knowledge base management platforms.
• Background in SaaS or technology-focused roles.
• Basic programming knowledge (e.g. SQL).
• Full English fluency.

Apollo.io offers:

• A collaborative and supportive work environment.
• Opportunities for growth and development.
• A chance to work with cutting-edge technology.
• A values-driven culture.