Senior Support Consultant, Follow Up Boss at Zillow

Job description

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 is subject to potential weekend availability as part of the overall schedule 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, 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. This base pay range is specific to these locations and may not be applicable to other locations.

In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $24.60 - $39.40 hourly. The base pay range is specific to these locations 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside. Who you are This role is for you if: You thrive in fast-paced environments You enjoy solving problems and have superb written and verbal communication skills You consider yourself tech savvy and efficient with SaaS applications You are independent, self-motivated, and able to stay efficient and productive without someone looking over your shoulder all day You would describe yourself as patient, empathetic, and eager to guide and train others You consider yourself a positive and great teammate Our ideal candidate has these top qualities and qualifications: 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 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 At Zillow, we’re reimagining how peop