Product Support Manager at Follow Up Boss

Product Support Manager

  • Full-time · USA – Remote

We’re looking for a technical Product Support Manager to join our 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:

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 (
  • 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.