Customer Support Team Lead - Remote

Overview

The Customer Support Team Lead at Zillow will play a crucial role in leading a team dedicated to providing exceptional customer service and support. This remote position allows for flexibility while driving improvements in customer experience and team collaboration.

In Short

• Lead and support Customer Support Advocates and managers.
• Resolve advanced customer situations collaboratively with cross-functional teams.
• Conduct Quality Assurance reviews and host shadow sessions.
• Prepare monthly recaps for leadership.
• Stay updated on Zillow Real Estate products and share knowledge.
• Foster a motivating and adaptable team environment.
• Manage advanced support queues and ticket assignments.
• Act as a customer advocate in meetings.
• Encourage continuous process improvement.
• Work in a remote capacity from anywhere in the U.S.

Requirements

• Minimum of two years’ experience in customer service or communications role.
• Strong understanding of the advocate role in customer support.
• Proficient in multiple communication channels.
• Excellent communication and problem-solving skills.
• Able to manage multiple tasks and adapt to change.
• Experience with Salesforce, Highspot, and Genesys preferred.
• Resourceful with database and internet searches.
• Passionate about customer service and process improvement.
• Bachelor’s degree preferred.

Benefits

• Competitive base salary with equity awards.
• Flexible work environment with a remote-first model.
• Opportunity for career growth within Zillow Group.
• Recognition as one of the best workplaces in the country.
• Inclusive and innovative company culture.