Customer Support, Team Lead
Zillow
full-time
Posted on:
Location Type: Remote
Location: Remote • Washington • 🇺🇸 United States
Visit company websiteSalary
💰 $31 - $50 per hour
Job Level
Senior
About the role
- 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
Requirements
- At least two years’ experience in a customer service or communications 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
- (Preferred) Bachelor’s degree
Benefits
- Competitive base salary
- Equity awards based on factors such as experience, performance and location
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicecommunicationsproblem-solvingprocess improvementdocumentation
Soft skills
communicationinterpersonaladaptabilityteamworkattention to detailresourcefulness