Manager, Rentals Client Support - Remote-USA

About the team

The Rentals Support team at Zillow Group is revolutionizing the way renters find their new home! Zillow has streamlined the way people search, tour, apply and pay rent for leased properties. Our rental listings offer our customers a variety of property types, from multifamily complexes to unique, single-family homes. Simultaneously, we provide our valued partners with a complete set of digital tools to help them market their properties, identify prospective tenants, sign a lease, and collect payments -- delivering a complete end-to-end online experience.

About the role

We operate in a strong team-oriented environment, and while we have individual goals, we work together to provide a consistent high-quality client experience in the industry. As a manager on our team, you will work closely with our customer care representatives to support their performance, development, and skill development. You will also partner with our product team to ensure the successful rollout of new products and features while ensuring your team is prepared for the change.

In this role, your responsibilities will include:

• Leading the rentals support and onboarding team to drive key company business results, employee engagement, and a world-class customer experience.
• Developing and refining processes by utilizing data and reporting to drive future business needs.
• Collaborating with key partners across Rentals to implement strategies that further improve customer satisfaction.
• Collaborating with QA, Frontline Marketing, and Operations partners to evaluate scripts, processes, and the customer experience to drive improvements and efficiencies.
• Working closely with Learning and Development partners to identify and implement new and continued training and development needs.
• Leading performance expectations for the team through direct coaching, performance deep dives, and delivering performance reviews.

Your role will be …