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
- Lead day-to-day execution of account-related processes, ensuring accurate setup, updates, and issue resolution in line with defined service levels.
- Coordinate with cross-functional partners (such as Sales, Operations, and Support) to resolve escalations, clarify requirements, and keep stakeholders informed on status and next steps.
- Analyze account trends and operational metrics to identify process gaps, recurring issues, and opportunities to streamline workflows, and recommend improvements to leaders.
- Develop and maintain clear documentation, job aids, and standard operating procedures for account services tasks to support consistency, training, and cross-coverage.
- Support onboarding, transitions, and changes for accounts by tracking dependencies, validating data, and monitoring completion against timelines and quality expectations.
- Mentor and coach less experienced team members on tools, processes, and best practices, reinforcing a culture of accountability, collaboration, and continuous improvement.
- Participate in or lead small to medium process-improvement initiatives or pilots, gathering feedback, tracking impact, and helping to operationalize successful changes.
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
- Bachelor's degree in Business, Operations, Communications, or a related field.
- Equivalent practical experience may be considered in place of a formal degree.
- 4+ years of experience in account services, customer operations, sales support, or a related function in a fast-paced environment.
- Experience coordinating across multiple stakeholders to resolve operational issues and complete time-sensitive account tasks.
- Experience using data or metrics to monitor performance, identify trends, and recommend process improvements.
Or an equivalent combination of education and experience.
