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Support Operations Manager

Remote, United States

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises. Founded in 2015, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform. By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers. Apollo raised a series D in 2023 and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members.

The Role

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. This is a high-ownership role that requires someone comfortable operating with autonomy and building from a blank page.

You will have full ownership over our Intercom platform, AI agent configuration, and the workflow automation layer that sits beneath it. You will define the roadmap for your domain and partner with your manager when decisions require broader cross-functional alignment or executive sponsorship. The expectation is that you bring a clear point of view and can back it up with data.

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.

What You'll Own

AI Agent and Automation Strategy

  • Own the end-to-end performance of Intercom Fin AI, from configuration and content training to continuous optimization, with AI deflection rate as your primary success metric.
  •  Independently identify automation opportunities across the customer journey: define what should be automated, build it, and lead org-wide rollout and adoption.
  •  Design and iterate on intelligent routing logic and workflow automation that drives high contact deflection while preserving quality and customer satisfaction.
  •  Analyze deflection trends, escalation patterns, and AI performance data to continuously close gaps between automated and human-handled contacts.

Support Tech Stack Ownership

  • Serve as the primary internal expert for Intercom, owning platform architecture, enhancements, troubleshooting, and strategic roadmap input.
  • Apply a structured product development methodology to intake, scope, and deliver requests with clear documentation, communication plans, and stakeholder alignment.
  • Own the integration architecture between Intercom and adjacent tools such as Salesforce, Zapier, Zendesk KB, and Assembled. You're not just an expert in tooling but also in analyzing the underlying data to drive better operational outcomes.
  • Act as the go-to internal consultant for all things support technology, proactively bringing insights and recommendations.

Customer Experience and Proactive Support

  • Identify high-friction, low-satisfaction customer interaction paths and lead initiatives to remove or redesign them.
  • 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, segmented by role and persona.
  • Partner with Product and Engineering teams to synchronize proactive support efforts with product launches and feature changes, and to surface important product feedback from support interactions back into the roadmap.

Operational Efficiency and Insight

  • Continuously analyze support performance metrics and processes, translating data into concrete process improvements and automation investments.
  • Reduce response and resolution times through intelligent automation and smarter ticket handling, while maintaining a strong agent experience.
  • Define and track success metrics for automation initiatives, and communicate impact clearly to Support leadership and cross-functional stakeholders.

About You

Experience

  •  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.

Skills and Mindset

  • You don't wait to be told what to do. You identify the opportunity, build the case, and execute.
  • You're highly analytical: comfortable moving from raw data to a clear narrative and recommendation.
  • You're an experienced project manager who has led mid-to-large-scale system rollouts with well-defined project and communication plans.
  • You're highly collaborative with strong communication skills: you work comfortably across support agents, engineers, and senior leadership, can set expectations clearly, and are willing to push back constructively when priorities need to be realigned.
  • You're energized by the intersection of customer experience and technology and hold a high bar for both.

The listed Pay Range reflects the total cash compensation inclusive of annual base salary and annual bonus as applicable. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonus target and annual base salary for the role. This salary range may be inclusive of several career levels at Apollo and will be narrowed during the interview process based on a number of factors, including the candidate’s experience, qualifications, and location. Applicants interested in this role who are not located in the US may request the annual salary range for their location during the interview process.

Additional benefits for this role may include: equity; company bonus or sales commissions/bonuses; 401(k) plan; at least 10 paid holidays per year, flex PTO, and 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.

Tier 1 Pay Range (San Francisco, New York City, Seattle)

$159,000 - $199,000 USD

Tier 2 Pay Range (All other US Locations)

$138,000 - $173,000 USD

We are AI Native

Apollo.io is an AI-native company built on a culture of continuous improvement. We’re on the front lines of driving productivity for our customers—and we expect the same mindset from our team. If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.

Why You’ll Love Working at Apollo

At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we take extreme ownership of our work, move with focus and urgency, and learn voraciously to stay ahead.

We invest deeply in your growth, ensuring you have the resources, support, and autonomy to own your role and make a real impact. Collaboration is at our core—we’re all for one, meaning you’ll have a team across departments ready to help you succeed. We encourage bold ideas and courageous action, giving you the freedom to experiment, take smart risks, and drive big wins.

If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you. 

Learn more here!

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