Client Experience Specialist
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Job Description
Client Experience Specialist onboarding builders to Zillow's Builder Showcase. Collaborating with teams to ensure successful activation and addressing customer needs promptly.
Responsibilities:
- Efficiently onboard customers to Builder Showcase, from initial setup through live listings
- Establish a connection with customers, quickly understand their needs, and tactfully address challenges and concerns while driving the implementation forward
- Configure initial setup, manage upload of media assets, and listings in Zillow tools
- Proactively advise customers on best practices that are essential for achieving implementation milestones and goals
- Escalate issues, identify patterns, and help improve onboarding processes as we scale
Requirements:
- 3+ years of Customer Service experience
- Bachelor's degree in a relevant field or equivalent work experience
- Outstanding people skills, and strong written and oral communication skills
- High degree of ownership and commitment to work quickly and accurately in a rapidly changing environment
- Comfort juggling multiple tasks and systems at once
- An organized, process-oriented mindset
- Comfort with ambiguity
- Ability to work independently while collaborating with cross-functional partners
- Experience in onboarding, implementation, operations, or account support
- Familiarity with real estate, media workflows, or SaaS platforms
- Technically apt and willing to learn new systems and take on additional tasks
- Have a basic understanding of Salesforce (Lightning) and a commitment to tracking activity.
- Experience supporting early-stage products or pilots
Benefits:
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work arrangements
- Professional development opportunities
- Equity awards based on experience, performance, and location
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