Support Operations Manager

Apollo.io

4d•Remote

About The Position

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 org. This is a high-ownership role that requires someone comfortable operating with autonomy and building from a blank page. You will have full ownership over our Intercom platform, AI agent configuration, and the workflow automation layer that sits beneath it. You will define the roadmap for your domain and partner with your manager when decisions require broader cross-functional alignment or executive sponsorship. The expectation is that you bring a clear point of view and can back it up with data. You 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.

Requirements

5+ years in Support Operations, GTM Ops, Revenue Operations.
3+ years of hands-on experience with a support tech stack; direct Intercom experience 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.
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.

Nice To Haves

Experience with automation tools (Zapier, N8N) a plus.

Responsibilities

Own the end-to-end performance of Intercom Fin AI, from configuration and content training to continuous optimization, with AI deflection rate as your primary success metric.
Independently 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're not just an expert in tooling but also in analyzing the underlying data to drive 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 to 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.