Product Support Expert, Follow Up Boss

About the team

Follow Up Boss is a best-in-class CRM focused on helping real estate teams build more successful businesses by getting organized, engaging their leads, and creating accountability to drive results. As one of our Follow Up Boss Product Support Experts, you will be the helping hand that our users count on, combining your love of technology with your love of helping people. To your teammates, you will be the pulse of our users, a customer expert, always ensuring their voices are heard.

You will nurture a proficiency in our product, helping users wherever they need it. You'll also help keep our knowledge base up to date so that we share your insights with the rest of the team and our customers.

Most of all, as our Product Support Expert, you’ll relish every opportunity to encourage, delight, and exceed our customer's expectations. So much so that they share their experience with others!

If you consider yourself an eager learner, a conscientious worker, and a thoughtful, kind, encouraging human.

About the role

The daily responsibilities in this role include, but are not limited to:

• Answering incoming phone calls from customers to offer support

• Answering support tickets to help customers and free trials (we use Zendesk)

• Educating about newly released features and functionality.

• Advocating customers’ requests and needs across the entire company

• Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.

• On-boarding and setting up new accounts and winning them over from the get-go.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC the standard base pay range for this role is $23.50 - $37.50 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

This role is for you if:

• Thrive in fast-paced environments

• Enjoy solving problems and have superb written + verbal skills

• You consider yourself tech savvy and efficient with SaaS applications

• You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long

• You would describe yourself as patient, empathetic and eager to guide and train

• You consider yourself a positive great teammate

Our ideal candidate has these top qualities and qualifications:

• Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).

• Must be thoughtful and resourceful.

• Must have experience working in a fast-paced environment.

• Must have extraordinary grammar and spelling skills with high attention to detail.

• All around, someone who has the drive and determination to do phenomenal things.

• Remote experience is a bonus!

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.