Customer Advocate
Drives revenue and customer success through real-time chat, guiding customers from inbound inquiry to conversion while identifying upsell opportunities. The role requires 1–2 years of customer-facing experience, strong written communication, and comfort using technology, AI, and automation.
About the job
Responsibilities
- Drive revenue through live chat by identifying buying signals, delivering persuasive product insights, and converting interest into sales.
- Ensure client satisfaction and success.
- Own the sales conversation from inbound inquiry to conversion, helping customers realize the value of Apollo.
- Upsell and cross-sell relevant product features aligned with customer business goals.
- Meet or exceed chat-to-close rate targets, monthly revenue quotas, and other performance KPIs.
- Respond to inquiries within 30 seconds via chat and 4 hours via email.
- Capture and follow up on opportunities surfaced through support interactions, feature requests, and product updates.
- Advocate for customers internally by collaborating with Product and Sales to reduce friction and improve the customer experience.
Requirements
- 1–2 years of experience in a customer-facing role such as support, sales, retail, or a similar field.
- Organized, proactive, and comfortable managing multiple conversations in a fast-paced environment.
- Customer-centric approach with the ability to understand and resolve customer business questions.
- Clear and confident written communication skills, especially in live chat or email.
- Adaptability and the ability to learn new technologies, assess situations quickly, and identify more efficient ways to achieve goals.
- Interest in using AI and automation to improve productivity.
Compensation and Benefits
- Resources, support, and autonomy to own the role and make an impact.
- Opportunities for professional growth and cross-functional collaboration.
Skills
Live Chat, Sales, Customer Support, Upselling, Cross-Selling, Written Communication, AI, Automation
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