Technical Support Team Lead

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

Apollo.io is seeking a Team Lead, Technical Support to guide and develop our team of Technical Support Representatives. In this role, you will ensure your team delivers exceptional technical support while driving continuous improvement in processes, product quality, and customer satisfaction. You’ll act as a bridge between Support, Engineering, and Product teams, advocating for customer needs and fostering a culture of excellence. This leadership role requires a blend of technical expertise, coaching skills, and strategic thinking to elevate both team performance and the customer experience.

Responsibilities

• Team Leadership & Development

• Mentor and coach Technical Support Representatives, providing structured feedback to enhance their troubleshooting skills, product knowledge, and customer service.

• Identify skill gaps and implement training programs to level up the team’s technical and soft skills.

• Support career growth by guiding TSRs through development paths, including potential transitions to Engineering, QA, or other technical roles.

• Performance Management & Process Optimization

• Monitor key metrics such as CSAT, resolution time, and escalation rates to assess team performance and implement data-driven coaching strategies.

• Conduct regular 1:1s and performance reviews, setting clear goals and accountability for TSRs.

• Refine support workflows, escalation protocols, and knowledge bases to improve efficiency and consistency.

• Collaboration with Engineering & Product

• Partner with Engineering and Product teams to prioritize bug fixes, feature enhancements, and documentation improvements based on customer feedback.

• Lead post-mortems on recurring technical issues, ensuring root-cause solutions are implemented.

• Advocate for customer needs in cross-functional meetings, balancing business goals with technical feasibility.

• Technical Leadership & Escalation Handling

• Serve as the final escalation point for complex technical issues, ensuring timely resolution and customer communication.

• Deepen the team’s expertise in Apollo’s APIs, integrations e.g., Salesforce, HubSpot, and data workflows.

• Stay ahead of product updates and industry trends to anticipate support challenges and opportunities.

Skills & Qualifications

Required

• 3+ years in technical support SaaS/B2B preferred, with 1+ years in a leadership or senior mentorship role.

• Leadership proven ability to motivate, develop, and retain high-performing support teams.

• Analytical Mindset. Being proficient in using data to identify trends and drive process improvements.

• Exceptional English fluency, written and verbal, with the ability to simplify technical concepts for customers and stakeholders.

Preferred

• Coding/scripting knowledge Python, JavaScript to analyze logs or automate repetitive tasks.

• Experience with Apollo’s product ecosystem or sales/marketing tech stacks.

• Familiarity with agile methodologies and incident management processes.

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!