Support Consultant

About the Team Zillow, Inc. is transforming real estate by providing innovative products and services to agents, brokers, and multiple listing services (MLSs). ShowingTime+, a brand under Zillow, delivers world-class customer experiences and tools that help real estate professionals streamline their businesses. Our product suite includes ShowingTime, dotloop, Bridge Interactive, Listing Media Services, Listing Showcase, Aryeo, Rich Media, and the Zillow 3D Home App, used by over one million real estate professionals and photographers across the U.S. and Canada. About the Role As an Aryeo/RMX Support Consultant at Zillow, you’ll provide frontline support to photographers and agents, helping them get the most out of our media and listing experience products, including Zillow 3D Home, Aryeo (Pro & Lite), and Listing Showcase. You’ll troubleshoot technical issues, educate customers on best practices, and partner with internal teams to share feedback and improve our products. You’ll work in a fast‑paced, metrics‑driven environment where delivering excellent customer experiences is a top priority. What You’ll Do Provide exceptional customer support via phone, email, and chat to photographers and agents. Troubleshoot and resolve technical issues across Zillow 3D Home, Aryeo (Pro & Lite), Listing Showcase, and related workflows. Become an expert in our tools and processes, including internal systems such as CRMs and Slack. Respond to customers within defined service levels, taking full ownership from first contact through resolution. Stay current on product updates, fixes, and new feature releases and explain changes clearly to customers. Meet or exceed productivity, quality, and customer satisfaction metrics. Document customer interactions and troubleshooting steps accurately in our CRM. Identify and surface trends, bugs, and recurring issues to cross‑functional partners (e.g., Product, Engineering). Contribute to a positive team environment by sharing knowledge and best practices. Support a flexible schedule, including weekend availability, as needed. Pay & Benefits This role is a Remote position. For U.S. employees, pay ranges are as follows: California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC: $21.60 – $34.60 hourly. Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia: $20.60 – $32.80 hourly. Other locations: pay ranges may differ and are location specific. Additional compensation may include equity awards based on experience, performance, and location. Who You Are 1+ years of customer support experience, with 6+ months in technical support preferred. Excellent written and verbal communication skills in English. Proven ability to troubleshoot technical issues and explain solutions to users with varying technical comfort levels. Experience using CRM systems and supporting customers across phone, email, and chat. Comfortable working in a fast‑paced, changing environment and managing multiple priorities. Strong attention to detail and commitment to accurate documentation. Resourceful, curious learner eager to stay up to date on new products, features, and fixes. Reliable, high‑speed internet connection suitable for remote support, including calls and screen sharing. Willingness to work a flexible schedule, including weekends. Legal & Equal Employment Opportunity 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 safe, cooperative work with others, adherence to standards of excellence, respectful communication, and compliance with all applicable laws and company policies. Criminal history may have a direct, adverse and negative relationship with some of the material job duties of this position. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. #J-18808-Ljbffr