Support Operations Manager

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October 28

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Apollo.io

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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

• Act as the operational project manager for Support initiatives, driving alignment and execution across teams. • Build and maintain Support dashboards and reports that surface insights on SLA attainment, cost per ticket, CSAT, deflection, and efficiency. • Conduct ad-hoc analyses to uncover the drivers of operational performance and recommend data-backed improvements. • Lead and manage the bonus program, partnering with Finance and People teams to ensure accurate calculations, clear communication, and strategic alignment. • Translate support data and insights into actionable recommendations for leadership to improve efficiency, quality, and retention. • Champion the adoption of AI-powered solutions—from chatbots to QA automation to workflow optimization—to continuously enhance Support’s productivity and scalability.

🎯 Requirements

• 3–5 years of experience in Support Operations, RevOps, or Business Operations, ideally in a SaaS environment. • Experience in program management of cross-functional initiatives that drove measurable outcomes in efficiency or retention. • Proven track record of implementing AI-driven support tools (chatbots, workflow automation, or AI QA) to drive efficiency • Strong analytical background with hands-on experience in data reporting and visualization (Looker, Hex, Tableau, or similar). • Hands-on experience with support platforms (Intercom, Zendesk, Salesforce Service Cloud, or similar), workflow automation tools. • Excellent communication and collaboration skills, with the ability to influence stakeholders across GTM, Product, and Engineering. • Demonstrated ability to manage or design bonus programs • Thrives in high-growth, product-led environments with a bias toward simplicity, speed, and measurable impact.

🏖️ Benefits

• 🚀Apollo Stock Options • 🏡Remote Work • 🦷 Dental & Vision • 👶 Maternity Benefits • ♥️ Life/Disability • 💵 401K Plan • 📞 Mental Health and EAP Assistance • 🪑 Office Equipment Allowance • ✈️ Travel Insurance