Apollo.io - Support Operations Manager

• Serve as the primary internal expert for Intercom, owning platform architecture, enhancements, troubleshooting, and strategic roadmap input. • 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. • 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. • 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.