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. Founded in 2015, the company is one of the fastest growing SaaS firms, raising approximately $250 million and valued at $1.6 billion. Apollo provides sales and marketing teams with verified contact data for over 210 million B2B contacts and 35 million companies worldwide, and tools to engage and convert these contacts in one unified platform.

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.

• 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.

• 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.

• 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.

• 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…