Job Description
About Apollo
Founded in 2015, Apollo.io is a lead intelligence and sales engagement platform trusted by nearly 9,000 paying customers, from rapidly growing startups to some of the largest global enterprises. Our community-based approach to crowdsourcing data gives users maximum coverage while ensuring data accuracy. Our advanced algorithms and unique data acquisition methods help over 500,000 sales professionals enrich and analyze prospects' data to increase quality conversations and opportunities.We have notable investors: Y Combinator and Nexus Venture Partners. We recently completed a Series B financing to fuel our next growth phase. We have reached and maintained profitability for the last 18 months.
Our growth and customer feedback set us apart from competitors. Apollo had over one million sign-ups for its platform in the past year, and the number of weekly active users increased by over 400%. We are a top-ranking G2 Crowd vendor in the Sales Intelligence, Lead Intelligence, Marketing Account Intelligence, and Sales Engagement categories. Our highest scores are in the B2B data space for accuracy and ROI based on customer reviews.
Working at Apollo
We are a remote-first inclusive organization focused on operational excellence. Our way of working ensures clear expectations and an environment to do your best work with ample reward.
The Role
Apollo.io is looking for an experienced Customer Support Representative that will be able to provide world-class support to all customers by becoming a product expert and helping users to become successful.
The ideal candidate will be able to move and help the customers to become power users, successfully prospect customers and achieve their business goals with the use of Apollo and Become a product expert that is able to provide feedback to improve our product and reduce the friction between the product and customers.
Daily Adventures amp; Responsibilities
-Apply knowledge to analyze, diagnose, recommend, and resolve customer issues and requests with ownership-Go above and beyond to ensure client satisfaction and success at all times-Capture revenue opportunities through updates, requests, or influencing high-velocity conversions-Educate customers at the best of their capabilities to optimize their results-Make customers' voices heard by delivering all the feedback and recommendations to our Project Manager/Project Analysts and parties related-Add drive adoption and capture high-velocity inbound conversionsUnderstand the Apollo product and strategies better than anyone else to contribute constructively to every situation that a customer or employee encounters-Provide a fast and accurate answer to the customer's inquiry within 10 seconds in chat and 1-2 hours email-Escalate unresolved issues that require more in-depth knowledge to a Technical Support with all the required information to ensure the issue gets resolved
Qualifications and Experience required to apply for this role
-Empathetic to customer needs, working to understand the questions that customers ask and why.-3+ years of experience in customer support, sales, customer success, sales, or similar-Experience with Salesforce, Zendesk, or DriftExcellent written and verbal communication skills-Availability to work on weekends.
What You'll Love About Apollo
Besides the great compensation package and culture that thrives in openness and excellence, we invest tremendous effort into developing our remote employees' careers. The team embraces that we have a sole purpose: to help customers maximize their full revenue potential on the Apollo platform. This mindset opens us up to a lot of creative approaches to making customers successful at scale.
You’ll be a significant part of a lean, remote team, empowered to really own your role as a proactive educator. We’re very collaborative at Apollo, so you’ll be able to lean on your teammates, even in adjacent departments, to help you achieve lofty goals. You’ll be supported and encouraged to experiment and take educated risks that lead to big wins. And, you’ll have a whole team remotely by your side to help you do it!
Job Specification