Customer Support Consultant at Zillow Group in Remote

About the team

Zillow Media Experts is an innovative company in the real estate photography industry, providing agents with a straightforward, efficient, and credible way to schedule and receive outstanding media for their listings. Our service encompasses professional photography, aerial photography, interactive floor plans, virtual tours, and more. Improving the ample media resources of Zillow Media Experts, Zillow Showcase is a premium marketing solution that enables agents and teams to craft impressive listings that stand out in the market. By applying Zillow Showcase and Zillow Media Experts, agents can tailor their listings, promote their brand, and differentiate themselves on Zillow.com.

About the role

As a Zillow Media Expert and Showcase Customer Experience Consultant, you will play a crucial role in delivering magnificent customer service to our valued clients. Your responsibilities will include:

• Providing efficient and high-quality customer service through multiple channels (phone,email, and chat).

• Mentoring customers and offering effective solutions to meet their needs.

• Ensuring excellent customer satisfaction and prioritizing customer happiness.

• Assisting customers with appointment scheduling, billing inquiries, media delivery, and technical troubleshooting.

• Educating customers in best practices to ensure customer learning and retention.

• Accurately documenting customer interactions in our CRM software, Salesforce.

• Providing valuable feedback to our product team to enhance the customer experience.

• Collaborating and building relationships with both internal and external customers.

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 $21.60 - $34.60 hourly. This base pay range is specific to these locations and may not be applicable to other locations.

In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $20.60 - $32.80 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

To be successful in this role, you should possess the following qualifications:

• At least one year of experience in a customer service role.

• Experience in a contact center role is helpful.

• A proven track record of independently managing a high volume of customer cases.

• Proficiency in web-based products, MS Office, and Salesforce (or a similar CRM system).

• A dedicated, driven, and open approach.

• The ability to thrive in a fast-paced and dynamic environment.

• Strong self-motivation and the ability to work without constant supervision.

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 customers 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 that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 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.