Support Operations Manager

Support Operations Manager

Genuinely, y'all, I don't think they know what Support is. I'm not being funny. I think someone is very confused. Or I am very confused. One of us is very confused.

Apollo.io | "Competitive" comp not given

This job is closed and no longer accepting applications. I keep an archive of Closed jobs so that you can see how past jobs of a particular company have been rated.

Steph's Notes:

This one was reader-submitted. Thanks!

Why are there two different job titles in this JD? Also I read "RevOps Manager: Support Operations" and felt someone walk over my grave.

The role of the RevOps Manager: Support Operations will be focused on operationalizing the support team making them more efficient and effective in customer & revenue retention.

No thank you please.

You will be enabling Support/GTM

You keep using that word, I do not think it means what you think it means.

We are looking for great teammates who can connect with our sales team and get them excited about their learning journey. As part of this team, the work you do will be the foundation for massive growth over the coming years!

No, really, I'm good.

Operationalize the customer Support playbook: have all Support plays automate from Support Tech Stack (Primarily Apollo), create role-specific Support page layouts in Support tooling, leverage product engagement and Apollo data as triggers for actionable workflows.
Support annual planning process, including compensation planning, territory creation, and customer segmentation

Genuinely, y'all, I don't think they know what Support is. I'm not being funny. I think someone is very confused. Or I am very confused. One of us is very confused.

5+ years in GTM Ops

WHY?

Strong preference in Support function Zendesk/Support stack

Very, very confused.

Besides the great compensation package

Oh yeah, what is it? What's the great compensation package? Is it great because it can turn invisible BECAUSE I DON'T SEE IT ANYWHERE

What are your compensation expectations for the role? (Please do not say negotiable)*

I want everyone to know that I deleted my first response to this because it was too spicy. You see that? That's growth.

Apparently it's a week for Glassdoor reviews, because, uh, it's not great, Bob:

Our first Seriously, Maybe Don't of the week!


Original Job Description: Support Operations Manager

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. Apollo.io provides sales and marketing teams with easy access to verified contact data for over 270 million B2B contacts, 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. Apollo.io is growing rapidly, with 900% revenue growth since 2021, and is looking for world-class talent to keep building with us.

The role of the RevOps Manager: Support Operations will be focused on operationalizing the support team making them more efficient and effective in customer & revenue retention. You will be enabling Support/GTM management and company leadership to operate support org at scale and where appropriate automate processes lower value accounts. We are looking for great teammates who can connect with our sales team and get them excited about their learning journey. As part of this team, the work you do will be the foundation for massive growth over the coming years!

Responsibilities:

About you:

What You’ll Love About Apollo

Besides the great compensation package and culture that thrives in openness and excellence, we invest tremendous effort into developing our remote employees’ careers. The team embraces that we have a sole purpose: to help customers maximize their full revenue potential on the Apollo platform. This mindset opens us up to a lot of creative approaches to making customers successful at scale. You’ll be a significant part of a lean, remote team, empowered to really own your role as a proactive educator. We’re very collaborative at Apollo, so you’ll be able to lean on your teammates, even in adjacent departments, to help you achieve lofty goals. You’ll be supported and encouraged to experiment and take educated risks that lead to big wins. And, you’ll have a whole team remotely by your side to help you do it!

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