Support Services Specialist

About the team StreetEasy's Support Services team is dedicated to delivering exceptional experiences at every touchpoint, from first contact to resolution. Our primary focus is supporting real estate professionals, customers, and internal teams to resolve support inquiries quickly and effectively. We partner across the business to advocate for our customers, ensuring every support interaction is handled with care, urgency, and a commitment to improving the customer experience. Our work spans account management, program oversight, technical support, and site quality, all grounded in one shared goal: making every StreetEasy experience better than the last. About the role As a Support Services Specialist on StreetEasy's Support Services team, you sit at the intersection of technical problem-solving and relationship elevation. You are the first line of support for real estate professionals, StreetEasy customers, and internal teams, resolving inquiries with speed, care, and a customer-first mindset at every step. Where a traditional support interaction ends at resolution, yours goes further: every contact is an opportunity to understand a partner's business, connect them with the right product or program, and deepen their relationship with StreetEasy. 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 $29.30 – $46.70 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $27.80 – $44.40 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. What You’ll Do Handle a high volume of partner inquiries via email, live chat, and occasional phone support, resolving technical, account, billing, and product questions with speed and care. Support real estate professionals, StreetEasy customers, and internal teams across a broad range of issues, from platform and product questions to account and listing management. Own conversations end-to-end, triaging, resolving, and routing contacts while keeping the partner experience at the center of every interaction. Build relationships with partners by understanding their business goals and helping them get measurable value from StreetEasy. Identify opportunities to connect partners with the right product, program, or team, and elevate the conversation beyond resolving their issue. Serve as the voice of the partner, translating frontline insights into actionable feedback for product, operations, and sales teams. Collaborate cross-functionally to surface partner feedback, improve internal processes, and support new product and program launches. Who you are Experienced in high-volume customer support, account management, or a client-facing role, with a track record of putting the customer experience at the center of every decision. Technically sharp and a confident troubleshooter, but equally motivated to go beyond fixing the immediate issue and contribute to building systems and processes that prevent problems from recurring. An impactful communicator with exceptional written and verbal skills. You can explain complex issues simply to our customers, while also effectively presenting frontline insights and data-driven recommendations to internal cross-functional stakeholders. A clear, confident communicator who can balance issue resolution with relationship building, moving fluidly between technical problem-solving and broader business conversations. Customer-obsessed in the truest sense, you treat every interaction as an opportunity to improve the experience, not just close a ticket. Proactive and solutions-oriented, you spot patterns, take initiative, and look for ways to make the experience better for the next partner, not just the one in front of you. Curious about partner needs and motivated to translate frontline insights into meaningful improvements across product, operations, and process. Comfortable working cross-functionally and influencing stakeholders across teams to drive changes that benefit the customer. Proficient in Google Drive and open to working with AI tools to work smarter and deliver a better partner experience. 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. At Zillow, flexibility isn’t a perk - it’s how we work. Cloud HQ is our distributed work model, built on trust, clear systems, and the belief that you can do great work from wherever you are. It’s not about where you work. It’s about moving forward - together. #J-18808-Ljbffr ZINC Zillow, Inc.