The Company Apollo.io's mission is to help every business to fulfill their full market potential by connecting companies with amazing solutions with those who need them most.
We've built a database of 250 million business contacts and 10 million companies, and our software helps sales and marketing identify and convert their most likely potential customers.
We've raised over $10 million from Silicon Valley investors such as Y Combinator, Nexus Venture Partners, SV Angel, and Social Capital, and are profitable and continuously growing.
We're headquartered in San Francisco, CA with a brilliant worldwide remote team.Apollo is the foundation of your entire go-to-market strategy.
Your Role & Mission We’re looking for a Customer Success Specialist who will be a core contributor to building a world-class support organisation.
Our ideal candidate is someone who truly cares about client success, that can qualify customers, is technically savvy, and has experience teaching and troubleshooting software, and qualifying leads to close and help them moving forward to the activation stages.
This person will be responsible for managing customer support requests via chat. In this role, you will be qualifying customers that come asking about the platform, and effectively resolve customer support requests using email, chat, and phone with ownership and excellence.
You will guide them through out the purchase and influence their buying decision to eventually book qualifying demos for the account executives.
As a Customer Success Specialist, you can exemplify solid sales and communication skills in order to drive qualified leads into the sales pipeline .
You must have a proven track record in providing customers product information, help solve their queries, while having the initiative to add real and positive changes to the business and the support and sales process.
Competencies - Strong analytical, troubleshooting, and problem solving skills- Curiosity and willingness to test and replicate customer's issues.
Outcomes 4.5 / 5.0 of Satisfaction Scores (Chat)95% of satisfaction scores (email)100% of queue tickets handled Perfectly100% of escalations to tier 2 with clear information and complete notes1 minute response time for incoming chats100% of tickets followed up.
Potential Candidate Profiles Self-starting all-star who can be a coach to our customer base to ensure they’re finding success with Apollo.
Excellent English communication skills (fluent or native)2+ years of experience in customer support, customer success, sales, account management, or very similarSelf-starter, entrepreneurial, hungry, passionate and tech-savvyStrong analytical, troubleshooting, and problem solving skillsA desire to work closely with customers in sometimes tough situations-Experience with Salesforce.
com, Zendesk, and technical chat experienceYou pride yourself on being patient, a problem solver, ambitious, proactive / assertive, and dependable to follow through.
Empathetic to customer needs, working to understand the questions that customers ask and why.Excellent written and verbal communication skills, Able to explain concepts clearly and concisely.
What You'll Love about Apollo We offer a competitive salary and benefits, informal, fun, and remote working environment, and ensure that our team is constantly learning and following best practices as they advance in their careers.
We're a company that believes in hiring A-Players and giving them the guidance, coaching and autonomy to maximize impact and work towards their career goals.
If this type of work sounds interesting to you - please apply and we hope to talk to you soon! : ) Opportunities to Progress in your Career Apollo is a Y-Combinator backed startup at the forefront of Silicon Valley / B2B SaaS best practices.
Originally built by 3 founders (from Harvard, MIT, and Berkeley), the team has a long history of being highly collaborative, encouraging, and growth-minded.
Our team is laser-focused at growing and developing our Customer Support Specialists into our future leaders at Apollo or other Silicon Valley companies.
We’re growing the team and scaling how we operate. So, some likely future career moves for you as CS Specialist would be : Senior Customer Support SpecialistCustomer Success ManagerOnboarding SpecialistAccount ManagerAccount Executive