Support Operations Manager
Apollo.io
- New York, New York, United States
- New York, New York, United States
Über
The Role In this role, you will set the direction for how Apollo uses AI and automation within our support platform, own the execution of that strategy, and drive adoption across the organization. This high‑ownership role requires autonomy and the ability to build from a blank page.
You will have full ownership over our Intercom platform, AI agent configuration, and the workflow automation layer beneath it. You will define the roadmap for your domain and partner with your manager for cross‑functional alignment or executive sponsorship when needed. You should bring a clear point of view backed by data.
Influence adjacent team roadmaps, set direction for your area, and operate without day‑to‑day guidance. If you thrive in ambiguous, high‑impact environments and want to own a critical piece of how we serve our customers, we would love to hear from you.
What You’ll Own AI Agent and Automation Strategy
Own the end‑to‑end performance of Intercom Fin AI, from configuration and content training to continuous optimization, with AI deflection rate as the primary success metric.
Identify automation opportunities across the customer journey: define what should be automated, build it, and lead org‑wide rollout and adoption.
Design and iterate on intelligent routing logic and workflow automation that drives high contact deflection while preserving quality and customer satisfaction.
Analyze deflection trends, escalation patterns, and AI performance data to continuously close gaps between automated and human‑handled contacts.
Serve as the primary internal expert for Intercom, owning platform architecture, enhancements, troubleshooting, and strategic roadmap input.
Apply a structured product development methodology to intake, scope, and deliver requests with clear documentation, communication plans, and stakeholder alignment.
Own the integration architecture between Intercom and adjacent tools such as Salesforce, Zapier, Zendesk KB, and Assembled. You are not just a tool expert but also a data analyst driving 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 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.
About You Experience
5+ years in Support Operations, GTM Operations, or Revenue Operations.
3+ years of hands‑on experience with a support tech stack; direct Intercom experience is 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) is a plus.
Skills and Mindset
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.
Benefits
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
Pay Range Tier 1 (All US Locations):
$159,000 – $199,000 USD
Tier 2 (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.
Why You’ll Love Working at Apollo At Apollo, we’re driven by a shared mission: to help our customers unlock their full revenue potential. That’s why we
take extreme ownership
of our work,
move with focus and urgency , and
learn voraciously
to stay ahead.
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.
If you’re looking for a place where your work matters, where you can push boundaries, and where your career can thrive—Apollo is the place for you.
Equal Employment Opportunity As set forth in Apollo.io’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.
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Sprachkenntnisse
- English
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