Zillow Group

Senior Support Consultant, Follow Up Boss

Remote-USA · Senior

Sponsorship not specified$26k-$42kDetected 8 days ago

CRMAccount ManagementCustomer SupportCommunicationProblem Solving

About the role

The daily responsibilities in this role include, but are not limited to:
Educate customers on newly released features, functionality, and best practices within Follow Up Boss.
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.

Responsibilities

Help keep support documentation and shared knowledge current so the team can consistently support changing product and integration experiences.
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.

Nice to have

Previous experience working with a CRM, real estate, and SaaS environments.
Strong technical troubleshooting and problem-solving skills.
Thoughtfulness and resourcefulness.
Experience working in a fast-paced environment.
Extraordinary grammar and spelling skills with high attention to detail.
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.

Compensation

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $25.90 - $41.50 hourly.
The base pay range is specific to these locations and may not be applicable to other locations.

Benefits

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

Company info

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.
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.
Guide customers through Zillow integration setup and adoption, including helping them understand what the right fit is for their workflow and business needs.
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.
Answer incoming phone calls from customers to offer support.
Answer support tickets to help customers and free trials using Zendesk.

Visa & Work Authorization

al employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status

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This listing is sourced directly from Zillow Group's careers page and normalized into a canonical job model.