Senior Support Consultant - Follow Up Boss

About the Team

Follow Up Boss is a leading CRM designed to assist real estate teams in building more successful businesses by promoting organization, lead engagement, and accountability to enhance results.

As a Follow Up Boss Product Support Expert, you will blend your passion for technology and assisting others to provide dependable support for our users. You will serve as a vital resource to your teammates by understanding customer perspectives and ensuring their needs are communicated across the organization. You will develop strong knowledge of the product, assist customers across various scenarios, and maintain a current knowledge base to enable scalable support.

With Zillow and Follow Up Boss strengthening their partnership, this role is also key in assisting customers with Zillow integrations—helping with setup, adoption, and troubleshooting to allow efficient lead management across both platforms.

Your goal will be to consistently inspire, assist, and surpass customer expectations.

Role Responsibilities

• Respond to inbound customer calls providing support.
• Manage support tickets for customers and free trials using Zendesk.
• Educate customers on new Follow Up Boss features, capabilities, and best practices.
• Assist customers with Zillow integration setup tailored to their workflows and business requirements.
• Support onboarding for Zillow integrations, guiding team leads and agents on enablement sequence, profile linking, and establishing successful connections between Zillow and Follow Up Boss.
• Clarify how Zillow-connected data interacts across systems, including lead creation, status changes, assignments, notes, communication, deals, tags, and Zillow insights.
• Troubleshoot issues with Zillow integrations, including profile linking errors, lead assignment inconsistencies, synchronization expectations, stage restrictions, and integration limitations.
• Prepare customers for integration changes by setting proper expectations on setup, syncing behavior, and impact on daily workflows.
• Represent customer feedback company-wide to influence evolving Zillow-connected workflows.
• Monitor customer accounts for satisfaction, address potential churn risks, and help users derive value from both Follow Up Boss and Zillow workflows.
• Onboard and configure new accounts, including those adopting Zillow workflows from the start.
• Maintain up-to-date support documentation and shared knowledge to align with product and integration changes.
• Be available for occasional weekend shifts as part of scheduling.

Additional Information

This is a fully remote position within the U.S., allowing employees to work from a location of their choosing. Certain states have specific base pay ranges: $25.90-$41.50 per hour in California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC; $24.60-$39.40 per hour in Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia. Equity awards are also available based on various factors such as experience, performance, and location. Compensation will meet legal salary thresholds.

Los Angeles County applicants should be aware that the role requires safe and cooperative work conduct, excellent communication, and adherence to policies amid possible stress. The company follows the Los Angeles County Fair Chance Ordinance, considering applicants with arrest and conviction records.

Candidate Profile

• Thrives in a dynamic, fast-paced work environment.
• Excellent problem-solving abilities alongside strong verbal and written communication skills.
• Proficient with technology and various SaaS applications.
• Self-directed and capable of operating productively without close supervision.
• Patient, empathetic, and skilled at guiding customers through product and workflow changes.
• Positive attitude and teamwork-oriented.
• Comfortable explaining interconnected systems and technical integrations clearly to customers.
• Able to translate technical details of Zillow integrations into accessible guidance.

Desired Qualifications

• Relevant experience in customer-facing functions such as support, success, account management, or sales.
• Familiarity with CRM platforms, real estate sectors, and SaaS environments.
• Strong troubleshooting and analytical capabilities.
• Competency in managing cross-platform workflows and ensuring accurate setup, lead assignment, and data synchronization.
• Ability to learn and communicate evolving integration requirements tied to Zillow features.
• Resourceful, detail-oriented, and thoughtful.
• Experience working in a fast-moving environment.
• Exceptional grammar and attention to detail.
• Motivated to deliver outstanding service to customers and collaborate well with teammates.
• Prior remote working experience is advantageous.

About Zillow

Zillow aims to revolutionize the experience of moving by helping customers navigate real estate transactions with confidence. Recognized as the most visited real estate platform in the U.S., Zillow serves those buying, selling, financing, or renting homes. The company values innovation, diversity, and employee empowerment, earning accolades including FORTUNE's 100 Best Companies to Work For® in 2025 and PEOPLE's Companies That Care® 2025 list.

Zillow Group is an equal opportunity employer committed to cultivating an inclusive workplace that celebrates diversity. It offers accommodations to those with disabilities and complies with applicable laws related to employment.