Province of Iloilo, Western Visayas, Philippines
The Product Advocate role focuses on delivering high-quality frontline customer support for Apollo users across chat, email, and ticketing platforms, with a strong emphasis on achieving first-contact resolution. This involves understanding customer goals and use cases through thoughtful questioning, then providing clear, accurate, and actionable solutions in a single interaction whenever possible. A key part of the role is simplifying complex go-to-market (GTM) concepts and Apollo platform features—such as prospecting, account search, sequences, data enrichment, and credit usage—into easy-to-understand guidance, while also empowering customers through documentation and self-service resources. The role includes handling basic billing and subscription tasks within scope, such as updating billing information, processing eligible refunds, cancellations, and downgrades, explaining credit proration and unified credits, and applying goodwill credits when justified. Product Advocates are also responsible for triaging and escalating complex issues (technical, billing, or privacy-related) to specialized teams while maintaining ownership of the customer experience. Additional responsibilities include managing privacy-related request workflows, using internal tools efficiently (e.g., Intercom, Zendesk, Glean, Slack), contributing product and process feedback, and continuously improving through training and real-case learning.