Senior Support Consultant, Follow Up Boss

Zillow

10d•$25 - $42•Remote

About The Position

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 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, and someone who ensures customer voices are heard across the business. You will build deep product proficiency, help customers wherever they need it, and keep our knowledge base current so that your insights scale across the team and to our customers. As Zillow and Follow Up Boss continue to deepen their partnership, this role also plays an important part in supporting customers who use Zillow-connected workflows, helping them understand, adopt, and troubleshoot Zillow integrations so they can work leads effectively across both systems. Most of all, you will relish every opportunity to encourage, delight, and exceed customer expectations.

Requirements

Prior experience in a customer-facing role such as Support, Success, Account Management, or Sales.
Previous experience working with a CRM, real estate, and SaaS environments.
Strong technical troubleshooting and problem-solving skills.
The ability to support customers through cross-system workflows, especially where setup accuracy, lead assignment, stage behavior, and ongoing data synchronization matter.
The ability to learn and explain evolving Zillow integration requirements, including agent profile linking, setup dependencies, and the customer impact of Zillow-connected product changes.
Thoughtfulness and resourcefulness.
Experience working in a fast-paced environment.
Extraordinary grammar and spelling skills with high attention to detail.
Drive and determination to do phenomenal things for customers and teammates.

Nice To Haves

Remote experience is a bonus.

Responsibilities

Answer incoming phone calls from customers to offer support.
Answer support tickets to help customers and free trials using Zendesk.
Educate customers on newly released features, functionality, and best practices within Follow Up Boss.
Guide customers through Zillow integration setup and adoption, including helping them understand what the right fit is for their workflow and business needs.
Support Zillow integration onboarding by helping team leads and agents understand enablement order, profile linking requirements, and the steps needed to establish a successful connection between Zillow and Follow Up Boss.
Explain how Zillow-connected data behaves across systems, including lead creation, stage or status changes, assignments, notes, communication signals, deals, tags, and Zillow-specific insights so customers know what to expect from the integration.
Troubleshoot Zillow integration issues such as profile-linking problems, lead assignment mismatches, sync expectations, stage restrictions, and cases where customers need help understanding what does and does not sync between Zillow and Follow Up Boss.
Help customers prepare for Zillow integration changes by setting expectations for initial setup, ongoing syncing behavior, and how connected Zillow workflows may affect their account setup and day-to-day process.
Advocate for customers’ requests and needs across the entire company, especially as Zillow-connected workflows evolve and customer feedback helps shape the experience.
Monitor accounts to ensure customers are thrilled, proactively look for warning signs of churn, and help customers realize value from both core Follow Up Boss workflows and connected Zillow workflows.
Onboard and set up new accounts, including customers who are adopting Zillow-connected workflows as part of their initial setup experience.
Help keep support documentation and shared knowledge current so the team can consistently support changing product and integration experiences.