Product Support Expert
Follow Up Boss
Time zones: MST (UTC -7)
We’re looking for a Product Support Experts to join our customer advocacy team! 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 $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 are known for your positive outlook; you are a glass half full type of person who is known for turning challenges into opportunities
- 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 PST time zone with a quiet home office with fast internet.
- 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
- Answering support tickets to help customers and free trials (we use Zendesk)
- 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:
- 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
60 Day Targets:
- Actively work in the ticket queue on a daily basis
- Answer incoming calls and complete 10 training calls
90 Day Targets:
- Meet or exceed KPI expectations
- Contribute at least 3 documents to the Help Center
- Contribute at least 1 product pitch
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 PST] in your first question response.
We can’t wait to meet you!
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