Product Advocate

The Role

 

The Product Advocate position is open to residents of the Philippines, Colombia, Mexico and requires full English fluency. This is a fully remote role involving customer support through both chat and email channels.

 

Apollo.io is seeking an experienced Product Advocate to provide world-class support by becoming a product expert and helping users navigate product questions and challenges.The ideal candidate will help our customers become experts in the tool and achieve their business goals using Apollo, as well as provide feedback to improve our product and user experirence.Daily Adventures and Responsibilities:

• Apply knowledge to analyze, diagnose, recommend, and resolve customer issues and requests

• Go above and beyond to ensure client satisfaction and success

• Capture revenue opportunities through influencing high-velocity conversions and building brand affinity

• Educate customers to the best of their capabilities to optimize their results

• Make customers’ voices heard by delivering feedback and recommendations to our Product teams

• Drive adoption and expanded usage of our platform within customer accounts

• Understand the Apollo product and strategies to contribute constructively to every situation that a customer encounters

• Provide first replies within 1 minute in chat and 1-2 hours in email and provide fast and accurate answers to the customer’s inquiry

• Escalate issues that require more in-depth technical investigation to Technical Support

Qualifications and Experience

• Empathetic to customer needs, with an intrinsic motivation to understand the questions that customers ask and why

• 3+ years of experience in customer support, technical support, or similar customer-facing roles

• Experience with Salesforce, Zendesk, or Intercom

• Excellent written and verbal English communication skills

• Availability to work on weekends