Senior Support Consultant, Follow Up Boss

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 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, and someone who ensures customer voices are heard across the business. You will build deep product proficiency, help customers wherever they need it, and keep our knowledge base current so that your insights scale across the team and to our customers.

As Zillow and Follow Up Boss continue to deepen their partnership, this role also plays an important part in supporting customers who use Zillow-connected workflows, helping them understand, adopt, and troubleshoot Zillow integrations so they can work leads effectively across both systems.
Most of all, you will relish every opportunity to encourage, delight, and exceed customer expectations.

About the role

The daily responsibilities in this role include, but are not limited to:

• Answer incoming phone calls from customers to offer support.

• Answer support tickets to help customers and free trials using Zendesk.

• Educate customers on newly released features, functionality, and best practices within Follow Up Boss.

• Guide customers through Zillow integration setup and adoption, including helping them understand what the right fit is for their workflow and business needs.

• Support Zillow integration onboarding by helping team leads and agents understand enablement order, profile linking requirements, and the steps needed to establish a successful connection between Zillow and Follow Up Boss.

• Explain how Zillow-connected data behaves across systems, including lead creation, stage or status changes, assignments, notes, communication signals, deals, tags, and Zillow-specific insights so customers know what to expect from the integration.

• Troubleshoot Zillow integration issues such as profile-linking problems, lead assignment mismatches, sync expectations, stage restrictions, and cases where customers need help understanding what does and does not sync between Zillow and Follow Up Boss.

• Help customers prepare for Zillow integration changes by setting expectations for initial setup, ongoing syncing behavior, and how connected Zillow workflows may affect their account setup and day-to-day process.

• Advocate for customers’ requests and needs across the entire company, especially as Zillow-connected workflows evolve and customer feedback helps shape the experience.

• Monitor accounts to ensure customers are thrilled, proactively look for warning signs of churn, and help customers realize value from both core Follow Up Boss workflows and connected Zillow workflows.

• Onboard and set up new accounts, including customers who are adopting Zillow-connected workflows as part of their initial setup experience.

• Help keep support documentation and shared knowledge current so the team can consistently support changing product and integration experiences.

• 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 are patient, empathetic, and eager to guide and train others through both product and workflow changes.

• You are a positive and great teammate.

• You are comfortable helping customers understand connected systems, technical setup requirements, and the practical differences between one-way and two-way Zillow integrations.

• You can translate technical integration behavior into clear, customer-friendly guidance that helps users adopt new Zillow-powered workflows with confidence.

Top Qualities and Qualifications

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.

• The ability to support customers through cross-system workflows, especially where setup accuracy, lead assignment, stage behavior, and ongoing data synchronization matter.

• The ability to learn and explain evolving Zillow integration requirements, including agent profile linking, setup dependencies, and the customer impact of Zillow-connected product changes.

• Thoughtfulness and resourcefulness.

• Experience working in a fast-paced environment.

• Extraordinary grammar and spelling skills with high attention to detail.

• Drive and determination to do phenomenal things for customers and teammates.

• 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 customers 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 that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 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.