Client Experience Specialist

About the teamAt New Construction, our mission is to improve the shopping experience for buyers, enabling builders to market their homes with a greater return on investment. The Client Experience team values delivering exceptional customer experiences for builders and plays a critical role in bringing new customers onboard, understanding customer needs, and addressing challenges. The Client Experience Specialist, Builder Showcase role offers an opportunity to work with a dedicated team, focusing on efficient onboarding practices and collaboration to ensure successful client partnerships.

About the role

We’re launching Builder Showcase, a new product designed to help home builders stand out on Zillow, and we’re building a small team of Client Experience Specialists to help bring it to life.

In this role, you’ll own the hands-on onboarding and activation of new customers into Builder Showcase. You’ll be working across multiple tools, coordinating details, setting up listings, and making sure everything goes live efficiently and accurately. This is a great fit for someone who enjoys operational work, loves a good checklist, and wants to be close to a product launch from day one.

You will get to:

• 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

As a Client Experience Specialist, Builder Showcase, you’ll help bring a brand‑new product to the New Construction market, working closely with experienced teams across Zillow to translate builder and shopper needs into a smooth, high‑quality experience. This role is ideal for someone excited to shape how our workflows and partner experience evolve over time, see their work go live quickly, and make a visible impact on how builders show up for shoppers.

Transferable Skills

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.

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 $34.40 - $55.00 hourly. This base pay range is specific to these locations and may not be applicable to other locations. In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $32.70 - $52.30 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

• 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

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 customers 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 that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 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.