This a Full Remote job, the offer is available from: United States
About the team
The Zillow Preferred team partners with top real estate professionals to help them deliver outstanding experiences for home shoppers. We're building the next generation of partner success: AI-powered where it should be, human-led where it matters most, and always grounded in customer outcomes. To do that at scale, we are building a frontline that combines operational rigor, sound judgment, and a shared commitment to exceptional partner experiences.
About the role
As a Growth Specialist I, Preferred, you are part of a frontline team that delivers timely, consistent support to Zillow Preferred partners and their agents. You'll work strategic outreach queues driven by data-based signals, respond to inbound support tickets and partner inquiries, and help partners navigate key moments in their journey, from onboarding and early ramp, to day-to-day operations, to performance management.
This role operates within a structured, team-based model. You work from a shared book of business rather than owning a named book of business, so coverage stays consistent and no partner depends on one person being available. Depending on business needs, you may focus on a particular area of partner and agent support (such as new partner onboarding, operational topics, or performance basics), but the core expectation across all focus areas is the same: be responsive, follow process, and deliver reliable first-touch support.
What You'll Do
Support Partner Onboarding and Platform Adoption
- Help new partners and agents navigate early lifecycle steps, including ramp-up on Zillow platforms and offerings such as Follow Up Boss and Zillow Home Loans.
- Guide partners through key post-activation workflows, including onboarding navigation, feature usage and adoption, and basic operational setup, ensuring they understand next steps and available self-service resources.
- Reinforce relevant best practices, program tips, and recommended actions with partners as outlined in team playbooks, connecting them to the right tools, content, or team if needs fall outside your scope.
Engage, Respond, and Resolve
- Work through trigger-based, proactive outreach queues by reviewing performance signals, prioritizing based on defined criteria, and taking first-touch action within established workflows.
- Handle inbound partner and agent inquiries across assigned channels (phone, email, or case management tools), provide guidance within defined playbooks and route technical or account issues to the appropriate support team.
Track & Document Activity and Flag Concerns
- Use available reporting tools to monitor partner activity and key performance indicators within your assigned workflow.
- Identify patterns, flag concerns, and surface observations based on predefined playbooks; escalate systemic, complex, or sensitive issues through the proper channels.
- Maintain detailed, up-to-date records of partner interactions and cases in designated systems to support service continuity, quality review, and compliance.
Learn and Contribute
- Identify recurring questions, content gaps, or workflow friction and share structured feedback with teammates and leaders to improve documentation, playbooks, and tools.
- Collaborate with peers and cross-functional partners to resolve issues and meet defined service levels and quality standards.
- Participate in team learning sessions to build product, process, and program knowledge.
How Success Is Measured
- Consistently achieve 90% or more of weekly KPIs, including response and resolution time against defined SLAs, outreach queue completion, and case documentation quality.
- Meet quality and accuracy standards on partner interactions as measured through regular QA review.
- Complete assigned trigger-based outreach within the defined window so every partner in the covered book is touched on the expected cadence.
This role has been categorized as a Field position. “Field” employees perform the majority of their work in a specified geographic location set by their management team. Employees are expected to live within a reasonable commuting distance to their region and/or service area. ZG has not defined a reasonable distance and expects employees will use judgment in determining this for themselves and understand the implications regarding time commitment and cost of daily commute.In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $41.40 - $66.20 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 $39.30 - $62.90 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
Minimum Qualifications
- 2+ years of experience in customer success, customer support, account coordination, or a similar customer-facing role.
- Experience working in a fast-paced, high-volume environment supporting customers or external partners.
- Experience using CRM or case management tools (Salesforce preferred) with an aptitude to learn new platforms quickly.
- Comfortable documenting interactions and managing cases or tickets in a structured workflow environment.
Preferred Qualifications
- Experience in real estate, proptech, SaaS, or a performance-based partner program.
- Comfort working with data signals or AI-assisted tools to prioritize work and guide action.
- Familiarity with Salesforce, Follow Up Boss, Tableau, or similar tools with a willingness to improve proficiency.
- Organized and detail-oriented, with strong follow-up skills and the ability to manage multiple active cases simultaneously.
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.
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