[Remote] PHIL GTM Customer Support Enablement Lead at Apollo.io

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

6+ years of experience in customer support, enablement, or training roles, with direct ownership of onboarding and learning programs
SaaS industry experience required
Proven ability to lead live in-person facilitation and instructional delivery, ideally with experience onboarding support agents or specialists
Strategic thinker with a track record of building programs that are data-informed and results-oriented
Strong experience using enablement or learning tools (e.g., LMS, Google Suite, Notion, survey tools, feedback dashboards)
Excellent cross-functional collaboration and stakeholder management skills
Biling

Responsibilities

Own the strategy, execution, and measurement of the 6-week onboarding program for new support hires
Facilitate in-person onboarding experiences, ensuring sessions are engaging, relevant, and role-specific
Maintain and continuously iterate onboarding documentation, checklists, and training resources
Design onboarding certification processes and track ramp milestones to measure readiness and success
Collaborate with the GTM Support Enablement Manager to identify enablement needs based on CSAT, QA, ticket/chat metrics, and product changes
Co-develop ongoing training initiatives across key areas like tools, workflows, tone/quality, product updates, and customer experience best practices
Create feedback loops and reporting mechanisms to ensure program effectiveness
Design scalable learning paths for new hires and tenured agents, including live training, async/self-paced content, microlearning, and certification tracks
Use enablement tools (e.g., LMS, content hubs, feedback surveys, Maestro) to deliver, track, and refine training at scale
Work cross-functionally with QA, Product, Support Ops, and L&D to align training with business goals
Define and manage success metrics for enablement programs (e.g., time to productivity, QA scores, CSAT, and knowledge assessments)
Analyze qualitative and quantitative feedback to improve program structure, delivery, and outcomes
Champion a culture of learning and continuous improvement within the support organization

Skills

Apollo.io

Sales intelligence and engagement platform

About Apollo.io

Apollo.io provides a platform designed to enhance sales processes and improve outreach for businesses. Its main features include prospecting intelligence, which helps users identify and research potential leads, and enrichment job change alerts that keep databases accurate with extensive data points. The platform also offers sales engagement analytics, allowing users to create multi-channel outreach sequences. Additionally, Apollo.io supports API integrations for data enrichment and custom workflows. Unlike many competitors, Apollo.io focuses on a subscription-based model that offers various pricing tiers, catering to both small businesses and large enterprises. The company's goal is to optimize sales strategies and increase revenue for its clients while ensuring data privacy and security through compliance with industry standards.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$244.3MTotal Funding

SERIES_DCompany Stage

Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Flexible Spending Account (FSA)

Health Savings Account (HSA)

Financial Planning

Risks

Rapid growth may strain Apollo.io's operational capabilities and customer service.

New executive hires could lead to strategic shifts misaligned with customer expectations.

Emerging competitors like Zitadel may challenge Apollo.io's market position.

Differentiation

Apollo.io offers verified contact data for over 210 million B2B contacts.

The platform integrates sales intelligence with engagement tools in one unified solution.

Apollo.io's compliance with ISO, SOC 2, and GDPR ensures high data security standards.

Upsides

Apollo.io ranked 125 on the 2024 Deloitte Technology Fast 500 with 954% growth.

The company raised $250 million, reaching a valuation of $1.6 billion.

Apollo.io's multi-channel outreach aligns with rising sales engagement trends.

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