Product Support Expert
Follow Up Boss

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Headquarters: Remote

This Role Is For You If…

  • 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 the USA, quiet home office with fast internet.

  • Prior experience in a customer-facing role (Support, Success, Account Management, or Sales).

We’re looking for a Product Support Expert to join our team to cover support 8 - 5 PM CST Tue-Sat and Fri-Tue.
Your responsibilities will include:

  • Answering incoming phone calls from customers to offer support

  • Answering support tickets to help customers and free trials (we use Help Scout)

  • 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 (

30 Day Targets:

  1. Learn the Follow Up Boss software & product offerings to be effective in the position

  2. Complete all position-specific onboarding tasks, setup, and initial training

  3. Virtually meet all Follow Up Boss employees

60 Day Targets:

  1. Actively work in the ticket queue on a daily basis

  2. Answer incoming calls and complete 3 training calls

90 Day Targets:

  1. Meet or exceed KPI expectations

  2. Contribute at least 3 documents to the Help Center


  1. Average Calls per Day

  2. Average Tickets Per Day (conversations)

  3. Three Help Articles Per Month (new or update)

To apply:

Posted about 1 year ago