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Technical Support Team Lead

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Apollo.io

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Location:
Philippines , Metro Manila

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • 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
  • 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
  • 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
  • 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

Requirements:

  • 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

Nice to have:

  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
January 06, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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