Support Manager

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Product Support Manager

We’re looking for a technical Product Support Manager to join our 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
  • Competitive salary, health/dental/vision insurance, 20 days paid holiday, and other great perks (fitness, coffee, etc)!


This Role Is For You If…

  • You would describe yourself as patient, empathetic and having a good sense of humor
  • You're a natural leader and truly enjoy working with team members to help them improve their own skillsets and workflows
  • 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're naturally curious and a problem-solver at heart
  • 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)
  • Prior experience managing a small team


Your Responsibilities Will Include:

  • Answering incoming phone calls from customers to offer support
  • Answering support tickets to help customers and free trials (we use Zendesk)
  • Ensuring all customer questions are addressed daily
  • 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 the team and our customers about newly released features and functionality
  • Direct coaching of the team to improve how they handle support tickets
  • Contributing to our Help Center (help.followupboss.com)
  • Leading a daily team huddle
  • Running regular 1:1s with your direct reports


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
  • Begin work on ticket queue


60 Day Targets:

  • Actively work in the ticket queue on a daily basis
  • Answer incoming calls and complete 20 training calls
  • Work with individual team members to improve soft skills on phone and email
  • Build templated responses that can be used for certain issues
  • Run 1:1s with team members
  • Lead daily huddle



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

Apply for the job

Do you want to join our team as our new Product Support Manager? Then we'd love to hear about you!