Customer Experience Team Lead

Job Description

Apollo.io is seeking a Customer Experience Team Lead to join their team in Mexico City. Apollo.io is a go-to-market solution for revenue teams, serving over 500,000 companies globally. The Customer Experience Team Lead will play a critical role in shaping the quality, accuracy, and empathy delivered in every support interaction. This role involves leading and supporting a team of Customer Experience Analysts, ensuring consistency, timely feedback, and measurable improvements across support teams.

Responsibilities:

• Guiding CE Analysts in DSAT and QA evaluations.
• Serving as the point of contact for escalations and cross-functional issues.
• Owning weekly CE reporting and flagging trends.
• Leading staff calibrations and facilitating rep calibrations.
• Tracking CE metrics and maintaining team visibility.
• Onboarding and certifying new CE hires.
• Participating in OKR planning.

Requirements:

• 3–5 years of experience in Customer Experience, Quality Assurance, or Customer Support roles.
• 2 years of experience as a Team Lead.
• Experience leading calibration sessions, QA reviews, or DSAT feedback loops.
• Familiarity with tools like MaestroQA, Intercom, and Zendesk.
• Advanced Excel and data reporting skills.
• Ability to manage competing priorities and deliver outcomes independently.
• Exceptional communication and stakeholder management skills.
• Full English fluency.

Apollo.io offers:

• A collaborative work environment.
• Opportunities for growth and development.
• A chance to make a real impact.