Senior Support Consultant, Follow Up Boss

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 people move—through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help people navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you’ll be part of a company reshaping an industry and helping more people make home a reality. How we work is a key part of that transformation. Through Cloud HQ, our strategic approach to distributed work, most employees have the flexibility to work from wherever they’re most productive—enabling us to move fast, stay connected and deliver on our people promise. Zillow is honored to be recognized among the best workplaces in the U.S. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2026, and included on TIME’s America’s Best Companies 2026 list , reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow. No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry—and your career—forward, together. Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact your recruiter directly. Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.