Senior Support Services Specialist

About the team The Senior Specialist, Account Services supports Zillow’s account-focused teams by managing moderately complex operational workflows, resolving issues, and coordinating with cross-functional partners to deliver a consistent, high-quality experience for customers and internal stakeholders. This role uses data, standardized processes, and strong communication skills to ensure account activities are executed accurately, risks are identified early, and opportunities to improve service and efficiency are surfaced and implemented. About the role - Lead day-to-day execution of account-related processes, ensuring accurate setup, updates, and issue resolution in line with defined service levels. - Coordinate with cross-functional partners (such as Sales, Operations, and Support) to resolve escalations, clarify requirements, and keep stakeholders informed on status and next steps. - Analyze account trends and operational metrics to identify process gaps, recurring issues, and opportunities to streamline workflows, and recommend improvements to leaders. - Develop and maintain clear documentation, job aids, and standard operating procedures for account services tasks to support consistency, training, and cross-coverage. - Support onboarding, transitions, and changes for accounts by tracking dependencies, validating data, and monitoring completion against timelines and quality expectations. - Mentor and coach less experienced team members on tools, processes, and best practices, reinforcing a culture of accountability, collaboration, and continuous improvement. - Participate in or lead small to medium process-improvement initiatives or pilots, gathering feedback, tracking impact, and helping to operationalize successful changes.

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 $35.60 - $56.80 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 $33.80 - $54.00 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 - Bachelor’s degree in Business, Operations, Communications, or a related field. - Equivalent practical experience may be considered in place of a formal degree. - 4+ years of experience in account services, customer operations, sales support, or a related function in a fast-paced environment. - Experience coordinating across multiple stakeholders to resolve operational issues and complete time-sensitive account tasks. - Experience using data or metrics to monitor performance, identify trends, and recommend process improvements.

Or an equivalent combination of education and experience. 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.