At ZHL Zillow Home Loans, LLC, we're reimagining how people move through the real estate market and their careers. As a Customer Support Team Lead, you’ll play a key role in empowering advocates, supporting managers, and driving improvements in customer experience. You’ll lead impactful projects, influence process and product decisions, and build a strong foundation for your career growth.
What You'll Do
- Collaborate with Customer Support Advocates, leadership, and cross-functional teams (Legal, Law Enforcement, Executives, BBB, Product, and frontline support) to resolve advanced customer situations.
- Lead and guide the resolution of complex cases, providing support and troubleshooting for both customers and team members.
- Act as a customer advocate in meetings, host shadow sessions, and conduct Quality Assurance reviews.
- Support management by supervising advanced support queues and assigning tickets as needed.
- Prepare and send monthly recaps to leadership for data evaluation and problem-solving.
- Serve as a role model by exemplifying Zillow’s core value that customers are our north star.
- Stay current on all Zillow Real Estate products, features, and industry events, and share knowledge with the team.
- Foster adaptability and teamwork by connecting with all team members, embracing change, and supporting departmental shifts and tooling updates.
What We're Looking For
- At least two years’ experience in a customer service or communications role, with a strong understanding of the advocate role.
- Confident supporting frontline Customer Support Advocates via multiple communication channels (email, phone, Slack, help desk platforms such as Salesforce and Zendesk).
- Passionate about customer service and continuous process improvement.
- Excellent communication, interpersonal, and problem-solving skills, with technical proficiency.
- Able to manage multiple tasks, adapt quickly to change, and maintain attention to detail in documentation.
- Resourceful and savvy with database and internet searches, and quick to learn new tools.
- Experience with Salesforce, Highspot, and Genesys.
- We value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.
Nice to Have
- Bachelor’s degree.
Technical Stack
- Salesforce
- Zendesk
- Slack
- Highspot
- Genesys
Team & Environment
Part of Zillow’s Customer Support team, collaborating with advocates, leadership, and cross-functional teams.
Benefits & Compensation
- Compensation: $31.10 - $49.70 hourly (CA, CT, MD, MA, NJ, NY, WA, DC) + equity: Eligible for equity awards based on factors such as experience, performance and location.
Work Mode
This is a remote role. U.S. employees may live in any of the 50 United States, with limited exceptions.
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.
