Client Experience Specialist, New Construction

About the team

The Senior Specialist, Account Services supports Zillow’s account-focused teams by managing moderately complex operational workflows, resolving issues, and coordinating with cross-functional partners to deliver a consistent, high-quality experience for customers and internal stakeholders. This role uses data, standardized processes, and strong communication skills to ensure account activities are executed accurately, risks are identified early, and opportunities to improve service and efficiency are surfaced and implemented.

About the role

As a Client Experience Specialist on the New Construction team, you will onboard and educate home builders on how to get the most from Zillow's New Construction products. You will partner with sales to set new advertisers up for success, manage a team book of business, and resolve issues that come up after launch. If you are detail-oriented and self-driven and want to build a career with the nation's largest real estate network, this role is for you.

You Will Get To:

• Onboard new home builder clients and guide them through the full launch process
• Resolve issues that arise after launch
• Educate clients on capturing high-quality content for their New Construction listings
• Partner with sales to set new advertisers up for success by accurately explaining how listings and display products work
• Manage a team book of business across the New Construction advertising lifecycle, including self-serve and small-to-medium business partners through a shared case queue
• Build deep knowledge of New Construction products, features, and CES internal workflows
• Use sound judgment to solve complex customer and internal problems
• Communicate openly with customers and teammates across departments

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 $35.60 - $56.80 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 $33.80 - $54.00 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.

Who you are

• You bring 3+ years of customer service experience + BA Degree
• You communicate clearly in writing, by phone, and in person, with a positive, can-do attitude.
• You manage your time well, act quickly on requests, and work with minimal instruction.
• You take ownership of your work and deliver accurately, with strong attention to detail, in a fast-changing environment.
• You have a working understanding of Salesforce (Lightning) and track your activity consistently.
• You are comfortable with Gmail and Google Drive and learn new systems quickly.
• Experience in online advertising sales is a plus.
• You are able to travel to zRetreats at least twice a year.
• 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.

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 people 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 reshaping an industry and helping more people make home a reality.

How we work is a key part of that transformation. Through Cloud HQ, our strategic approach to distributed work, most employees have the flexibility to work from wherever they’re most productive—enabling us to move fast, stay connected and deliver on our people promise. 

Zillow is honored to be recognized among the best workplaces in the U.S. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2026, and included on TIME’s America’s Best Companies 2026 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.