Product Support Expert


Product Support Expert (US Only)

Work Remote

Who Is Follow Up Boss?

  • We’re a simple, sales-focused CRM for real estate teams (and we use our own product)
  • We’re a self funded, profitable company started back in April of 2011
  • We’re a remote company with a mostly US-based team
  • We don’t just claim to be customer-centric – we live it: https://www.facebook.com/followupboss/reviews
  • Check out our video on how we work: https://www.followupboss.com/about/

Why Work Here?

  • We’re a young, ambitious company who only answers to our customers
  • Opportunity to have a big impact on our growth and your career
  • No red tape or pointless meetings
  • Competitive base salary, health/dental insurance and 20 days paid holiday

This Role Is For You If…

  • You would describe yourself as patient, empathetic and having a good sense of humour
  • You’re independent, self-motivated and can stay efficient and productive without someone looking over your shoulder all day long
  • Superb written and verbal skills (with a professional yet fun demeanor).
  • You consider yourself tech savvy and efficient with SaaS applications

Your qualifications:

  • Self motivated and proactive mindset.
  • Remote work experience is considered an asset.
  • Based in the USA, quiet home office with fast internet.
  • Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).

We’re looking for a Product Support Expert to join our team to cover support 8 – 5 PM Fri-Tue CST.

Your responsibilities will include:

  • Answering incoming phone calls from customers to offer support
  • Answering support tickets to help customers and free trials (we use Help Scout)
  • On-boarding and setting up new accounts and winning them over from the get-go.
  • Monitoring accounts to ensure that our customers are thrilled, and looking out for (and addressing) warning signs of churn.
  • Advocating customers’ requests and needs across the entire company (we use Basecamp)
  • Educating about newly released features and functionality.
  • Contributing to our Help Center (help.followupboss.com)

30 Day Targets:

  1. Learn the Follow Up Boss software & product offerings to be effective in the position
  2. Complete all position specific on-boarding tasks, setup, and initial training
  3. Virtually meet all Follow Up Boss employees

60 Day Targets:

  1. Actively work in the ticket queue on a daily basis
  2. Answer incoming calls and complete 3 training calls

90 Day Targets:

  1. Meet or exceed KPI expectations
  2. Contribute at least 3 documents to the Help Center

KPI’s:

  1. Average Calls per Day
  2. Average Tickets Per Day (conversations)
  3. Three Help Articles Per Month (new or update)


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