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Support Operations Manager

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Apollo.io

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Location:
United States

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

110000.00 - 165000.00 USD / Year
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Job Description:

We are seeking a highly analytical and versatile Support Operations Manager to join our Customer Support Operations team. This role serves as the operational and analytical backbone of Support; you will be responsible for building and managing scalable programs around process improvement, automation and AI adoption to transform Support into a true growth lever for Apollo. This role will also own Support analytics, reporting, and insights, ensuring the team has full visibility into performance and opportunities for improvement.

Job Responsibility:

  • Act as the operational project manager for Support initiatives, driving alignment and execution across teams
  • Build and maintain Support dashboards and reports that surface insights on SLA attainment, cost per ticket, CSAT, deflection, and efficiency
  • Conduct ad-hoc analyses to uncover the drivers of operational performance and recommend data-backed improvements
  • Lead and manage the bonus program, partnering with Finance and People teams to ensure accurate calculations, clear communication, and strategic alignment
  • Translate support data and insights into actionable recommendations for leadership to improve efficiency, quality, and retention
  • Champion the adoption of AI-powered solutions—from chatbots to QA automation to workflow optimization—to continuously enhance Support’s productivity and scalability

Requirements:

  • 3–5 years of experience in Support Operations, RevOps, or Business Operations, ideally in a SaaS environment
  • Experience in program management of cross-functional initiatives that drove measurable outcomes in efficiency or retention
  • Proven track record of implementing AI-driven support tools (chatbots, workflow automation, or AI QA) to drive efficiency
  • Strong analytical background with hands-on experience in data reporting and visualization (Looker, Hex, Tableau, or similar)
  • Hands-on experience with support platforms (Intercom, Zendesk, Salesforce Service Cloud, or similar), workflow automation tools
  • Excellent communication and collaboration skills, with the ability to influence stakeholders across GTM, Product, and Engineering
  • Demonstrated ability to manage or design bonus programs
  • Thrives in high-growth, product-led environments with a bias toward simplicity, speed, and measurable impact
What we offer:
  • Apollo Stock Options
  • Remote Work
  • Dental & Vision
  • Maternity Benefits
  • Life/Disability
  • 401K Plan
  • Mental Health and EAP Assistance
  • Office Equipment Allowance
  • Travel Insurance
  • Equity
  • Company bonus or sales commissions/bonuses
  • At least 10 paid holidays per year
  • Flex PTO
  • 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

Additional Information:

Job Posted:
January 05, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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