Support Operations Manager

🕒 May 4

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Apollo.io

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🤝 B2B

☁️ SaaS

🤖 Artificial Intelligence

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.

📋 Description

• In this role, you will set the direction for how Apollo uses AI and automation within our support platform, own the execution of that strategy, and drive adoption across the org. • You will have full ownership over our Intercom platform, AI agent configuration, and the workflow automation layer that sits beneath it. • You influence adjacent team roadmaps, set direction for your area, and operate without day-to-day guidance. • If you thrive in ambiguous, high-impact environments and want to own a critical piece of how we serve our customers, we would love to hear from you. • Serve as the primary internal expert for Intercom, owning platform architecture, enhancements, troubleshooting, and strategic roadmap input. • Analyze user behavior and engagement data to surface opportunities for proactive outreach, delivering the right support touchpoint at the right moment in the customer journey. • Continuously analyze support performance metrics and processes, translating data into concrete process improvements and automation investments.

🎯 Requirements

• 5+ years in Support Operations, GTM Ops, Revenue Operations. • 3+ years of hands-on experience with a support tech stack; direct Intercom experience a plus. • Proven track record of building and optimizing AI chatbots or automated customer interaction flows, with measurable impact on resolution or deflection rates. • Experience integrating support tools with adjacent platforms including CRMs, quality assurance tools, knowledge base systems, and workforce management systems. • Experience with automation tools (Zapier, N8N) a plus.

🏖️ Benefits

• equity • company bonus or sales commissions/bonuses • 401(k) plan • at least 10 paid holidays per year • flex PTO • parental leave • employee assistance program and wellbeing benefits • global travel coverage • life/AD&D/STD/LTD insurance • FSA/HSA and medical, dental, and vision benefits