Senior Manager, Customer Support

About the team

Customer Support is the primary one-to-one interface between Zillow and our consumers. As the main point of contact, we ensure that the commitments made by the Zillow brand are fully realized through our product support strategy. We passionately uphold our vision to deliver a world-class customer experience tailored to the unique needs of our customers and the products we support. We take our integral role in Zillow’s Mission to give people the power to unlock life’s next chapter seriously and with deep passion. The successful candidate will uphold and contribute to achieving our mission.

About the role

Zillow is seeking an experienced professional that will lead the Customer Support team. The Senior Manager will own the Customer Support org and ensure cross-functional efforts, and accountability around the customer and employee experience. You’ll manage a team of dedicated Customer Support Team Managers and will ultimately be responsible for the performance and quality of results delivered by the Customer Support team as measured by team critical metrics, as well as relevant qualitative feedback and evaluations. This role will also be responsible for the financial performance of their assigned cost center.

The primary responsibility of the Senior Manager includes:

• Leading Contact Center Operations: Responsible for leading daily operations of the Customer Support team ensuring that customer service goals are met and agents are consistently meeting performance targets. Partner with the Senior Director to define strategic roadmaps and operational expense (OPEX) goals. Leads a group of Team Managers who support frontline B2C support reps driving engagement and a seamless, world-class customer experience.

• Team Management: Responsible for leading a team of exempt and nonexempt employees, includes coaching, developing, and mentoring staff to ensure that they are providing excellent customer service.

• Analyzing Data and Metrics: Have an analytical approach to identify trends and insights, analyzing data and metrics that are collected. Leverage this information to improve processes, policies, and procedures for a better customer experience.

• Maintaining Quality Standards: In partnership with the QA team, maintaining high-quality standard goals includes monitoring and reviewing customer interactions, identifying areas for improvement, and implementing strategies to improve the customer experience.

• Collaboration: Work collaboratively with other departments, such as Engagement, Sales, WFM, Product, IT, and HR, to identify and implement new technology or processes that improve customer experience.

• Change Management/Continuous Improvement: Acts as a change agent with focus on efficiency continuous improvement, aiming to identify areas that could be improved and implementing changes to optimize the overall performance of the team.

• Partnerships – Develop/maintain partnerships with key cross-functional teams (Product Frontline Engagement, WFM) and stakeholders to understand the overall partner experience.

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, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $100,900.00 - $161,100.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC 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.

Who you are

You are dedicated to growing the business, providing best-in-class experiences for our customers, and being passionate about the real estate industry. You are enthusiastic, organized, meticulous, and passionate about developing others. You are an authority in helping the team and business achieve their goals. You are comfortable working in ambiguous spaces and love a challenge and embrace change!

• 7+ years of experience in a customer service, contact center, technical support or similar customer-facing role with at least 3 years experience in a leadership or senior manager role.

• Bachelor’s degree or equivalent experience in business administration, management, or a related field preferred

• Working knowledge of contact center technology including Salesforce, Zendesk, and Genesys is preferred

• Experience managing, coaching, directing, mentoring or otherwise leading others to success

• Excellent communication and social skills

• Excellent problem-solving skills with a technical proficiency

• Familiar with real estate, online media businesses and marketplaces, or e-commerce operations is a plus

• Project Management experience or Lean Six Sigma certification is a plus

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

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.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.

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