Supervisor, Customer Experience at Zillow

Supervisor, Customer Experience

remote type

Remote

locations

Remote-USA

time type

Full time

job requisition id

P745173

About the team

Showcase/Listing Media Service customer experience team supports our Listing Media Services and Showcase products by offering an easy, fast and reliable way to book and receive quality real estate photography and rich media to help your listings stand out in any market.

About the role

As a LMS/Showcase Customer Experience Supervisor, you will report to the Customer Experience Manager. Supervisors will also be a second-level technical resource and an escalation point for the Customer Experience Team. Successful candidates are equipped with a positive attitude and are naturally self-starters. This is an excellent opportunity to gain new experiences with a world class team. Your day will consist of:

• Empower team of customer experience consultants in a technical and learning environment through consistent performance mentoring, career planning, and setting educational and performance objectives.
• Provides direction, instructions, and mentorship to team members.
• Manage flow of remote day to day operations.
• Perform weekly quality monitors for team members.
• Document and address all attendance or performance issues.
• Serve as a point of contact for department technical and customer related questions and issues.
• Participate in hiring process for all candidates for the department.
• Participate in quality calibration and workforce management.
• Improve productivity by highlighting areas of opportunity in agent performance, tools, training, process, and employee engagement.
• Receive and resolve critical issues from customers.
• Report on operational KPIs.
• Work with Customer Experience Manager and Director to roll out departmental team initiatives.
• Demonstrating Zillow’s Leadership principles by showing you care, empowering, get results, and engaging in effective clear communication.

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, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $68,500.00 – $109,500.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, 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

• Successful experience supervising a team.
• Experience working in a fast paced, challenging, and remote environment is helpful.
• Background working with call center benchmarks and performance metrics preferred.
• Associate’s degrees or higher in Business discipline is preferred but not required
• Passion for customer satisfaction with the ability to measure and track.
• Strong communication skills through email, phone and personal interaction.
• Strong leadership skills; ability to develop and foster teamwork.
• Ability to tackle a problem by using a logical, systematic, sequential approach.
• Encourages feedback and constantly strives for greatness and personal improvement.
• Excellent organizational skills and ability to multi-task and prioritize.
• Ability to demonstrate support for organizational changes.
• Strong digital literacy; MS Word, Excel, PowerPoint, and database experience.

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.

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.