Customer Support, Team Lead

Customer Support, Team Lead Join to apply for the Customer Support, Team Lead role at Zillow . About The Team Zillow’s Customer Support team is dedicated to delivering exceptional service and support to our customers. As a Team Lead, you’ll help foster a collaborative, motivating environment where advocates and managers work together to create positive experiences for both customers and team members. About The Role As a Customer Support Team Lead, you’ll play a key role in empowering advocates, supporting managers, and driving improvements in customer experience. You’ll have the opportunity to lead impactful projects, influence process and product decisions, and build a strong foundation for your career growth within Zillow Group. What You’ll Do Collaborate with Customer Support Advocates, leadership, and cross‑functional teams (Legal, Law Enforcement, Executives, BBB, Product, and frontline support) to resolve advanced customer situations. Lead and guide the resolution of complex cases, providing support and troubleshooting for both customers and team members. Act as a customer advocate in meetings, host shadow sessions, and conduct Quality Assurance reviews. Support management by supervising advanced support queues and assigning tickets as needed. Prepare and send monthly recaps to leadership for data evaluation and problem‑solving. Serve as a role model by exemplifying Zillow’s core value that customers are our north star. Stay current on all Zillow Real Estate products, features, and industry events, and share knowledge with the team. Foster adaptability and teamwork by connecting with all team members, embracing change, and supporting departmental shifts and tooling updates. This role is a remote position. 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 $31.10 – $49.70 per hour. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance, and location. Who You Are At least two years’ experience in a customer service or communications role, with a strong understanding of the advocate role. Confident supporting frontline Customer Support Advocates via multiple communication channels (email, phone, Slack, help desk platforms such as Salesforce and Zendesk). Passionate about customer service and continuous process improvement. Excellent communication, interpersonal, and problem‑solving skills, with technical proficiency. Able to manage multiple tasks, adapt quickly to change, and maintain attention to detail in documentation. Resourceful and savvy with database and internet searches, and quick to learn new tools. Experience with Salesforce, Highspot, and Genesys. Here at Zillow – we value the experience and perspective of candidates with non‑traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences. (Preferred) Bachelor’s degree. 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 the 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. Equal Opportunity Statement 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. #J-18808-Ljbffr