Product Support Expert

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Product Support Expert

We’re looking for Product Support Experts to join our customer advocacy team!

Full-time · USA - Remote

Who Is Follow Up Boss?

  • We’re a simple, communication and sales CRM for real estate teams (and we use our own product)
  • We’re a bootstrapped, 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


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
  • Starting salary at $60,000, health/dental/vision insurance, 20 days paid holiday, and other great perks (fitness, coffee, etc)!


This Role Is For You If…

  • You always go out of your way to support customers; no problem is too hard to solve
  • You would describe yourself as patient, empathetic and having a good sense of humor
  • 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.
  • Located in PST time zone 
  • Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).


Your responsibilities will include:

  • Answering incoming phone calls from customers to offer support, help with the product and integrations and help getting started
  • Answering support tickets via email to help customers and potential customers
  • 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
  • Educating about newly released features and functionality.
  • Contributing to our Help Center (help.followupboss.com)


30 Day Targets:

  • Learn the Follow Up Boss software & product offerings to be effective in the position
  • Complete all position specific on-boarding tasks, setup, and initial training
  • Virtually meet all Follow Up Boss employees
  • Start to actively work in the ticket queue on a daily basis


60 Day Targets:

  • Meet or exceed KPI expectations
  • Contribute to maintaining internal and external documentation
  • Be able to independently advocate for customers within Basecamp (to resolve issues, relay feedback, etc.)


KPI’s:

Average Calls per Day

Average Tickets Per Day (conversations)

If this sounds like a great fit we would love to hear from you.

Why Follow up Boss?

❤️ This is us

🏝 Work remotely: Live and work wherever you like!

💰 Competitive salary: Our career framework pays in the top 10% no matter where you live.

👩🏾‍⚕️ Insurance: Company paid health, dental & vision insurance for all of our team members and their families.

🍼 Family leave: generous family leave - fully paid!

💻 Home office setup: Get a Macbook Pro + $1000 to set up your home office.

👩🏻‍🏫 Personal development stipend: $1000 per year to focus on bettering yourself.

🤑 401(k): With 6% company match!

✈️ Retreats: Join us for company get-togethers every year!

☕️ Co-working stipend: Get some extra cash for a co-working space or a coffee shop work.

📚 Free books and Kindle: Get a free Kindle and all the free books - digital and audio - you like, anytime.

💪 Gym: Monthly stipend to keep you active and feeling good.

☕️ Money each month to spend on caffeine.

Apply for the job

If you’re thinking: “This is totally me!” then be sure to apply below.

To ensure that you’ve read the entire job description, please sneak the word BOSS before your time zone [ex. BOSS located in EST] in your first question response.

We can’t wait to meet you!