Customer Support Enablement Lead

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October 10

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Apollo.io

WebsiteLinkedInAll Job Openings

B2B • SaaS • Artificial Intelligence

Apollo. io is an all-in-one sales platform designed to streamline and enhance sales operations from lead generation to deal management. The platform offers tools for contact and account search, scores and signals analysis, inbound optimization, sales engagement, and more, leveraging AI and a living data network for comprehensive sales intelligence. Apollo. io is ideal for sales professionals, marketers, and revenue operations teams aiming to enhance productivity and efficiency by automating workflow tasks and integrating CRM systems. With a focus on improving sales performance through analytics and conversation intelligence, Apollo. io helps businesses find the right leads at the right time, nurture those leads effectively, and close deals efficiently.

51 - 200 employees

Founded 2015

🤝 B2B

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Own the strategy, execution, and measurement of our 6-week onboarding program for new support hires • Facilitate in-person onboarding experiences, ensuring sessions are engaging, relevant, and role-specific • Maintain and continuously iterate onboarding documentation, checklists, and training resources • Design onboarding certification processes and track ramp milestones to measure readiness and success • Collaborate with the GTM Support Enablement Manager to identify enablement needs based on CSAT, QA, ticket/chat metrics, and product changes • Co-develop ongoing training initiatives across key areas like tools, workflows, tone/quality, product updates, and customer experience best practices • Create feedback loops and reporting mechanisms to ensure program effectiveness • Design scalable learning paths for new hires and tenured agents, including live training, async/self-paced content, microlearning, and certification tracks • Use enablement tools (e.g., LMS, content hubs, feedback surveys, Maestro) to deliver, track, and refine training at scale • Work cross-functionally with QA, Product, Support Ops, and L&D to align training with business goals • Define and manage success metrics for enablement programs (e.g., time to productivity, QA scores, CSAT, and knowledge assessments) • Analyze qualitative and quantitative feedback to improve program structure, delivery, and outcomes • Champion a culture of learning and continuous improvement within the support organization

🎯 Requirements

• 6+ years of experience in customer support, enablement, or training roles, with direct ownership of onboarding and learning programs • SaaS industry experience required • Proven ability to lead live in-person facilitation and instructional delivery, ideally with experience onboarding support agents or specialists • Strategic thinker with a track record of building programs that are data-informed and results-oriented • Strong experience using enablement or learning tools (e.g., LMS, Google Suite, Notion, survey tools, feedback dashboards) • Excellent cross-functional collaboration and stakeholder management skills • Bilingual (Spanish and English) • Bonus: Experience designing training for chat/ticket-based support, quality assurance alignment, or customer experience coaching. • Bonus: Familiarity with salesforce.com, Apollo.io, Maestro, Intercom systems

🏖️ Benefits

• Health insurance • Professional development opportunities