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Senior Manager, Client Support

Job Description

 

About the team

Today, Zillow is where people dream about their next chapter. We’re working on turning those dreams into a reality where you can find a home, a loan, a rental, or a renter, and so much more, all in one place. Can you imagine your next move being a delight, from first thought to move in date? Our team can!
We are making new promises, changing what we deliver. We’re grounding ourselves in customer insights and imagining how we can design home transactions, and moving experiences that match the dream.
We believe finding, financing, buying, selling, renting, or renovating your home should be something you can do in a trusted marketplace, and simple enough to complete transactions – on your phone!
The Rentals team is central to accomplishing this mission, and delivering the Zillow promise to our customers. We operate as the engine that facilitates the successful connection between renters who shop Zillow for homes and the property owners and property manager who can provide that assistance. Our team is composed of service professionals that operate in a strong collaborative environment, achieve individual and team goals and provide the best experience for both our consumers and partners.

 

About the role

The Senior Manager of Client Support is responsible for the operational excellence of the post-sale client experience and process. You will have an opportunity to lead a team dedicated to excellence in customer service, performance management, vendor management, and operations monitoring. This team is responsible for creating an elite client experience and will work cross functionally to ensure outstanding client support and service. You’ll also be responsible for the success of our client event/trade-show functions. Together these functions enable us to deliver great results for our clients.

 

In this role, you’ll lead your team and other partners to:

 

  • Lead the Client support operation to drive key company business results (i.e. Customer support and Onboarding), employee engagement and a seamless, world class customer experience

  • Proactively develop and refine processes by using data and reporting to drive future business needs

  • Collaborate with key leaders across the Sales team, Vendor Management team, Strategy, Finance, HR, Legal/Compliance and Product to implement strategies to further understand and improve the customer experience

  • Collaborate with QA, Frontline Marketing and Operations partners on evaluating scripts, processes and the customer experience to drive improvements and efficiencies

  • Work closely with Learning and Development partners on identifying and implementing new and continued training and development needs

  • Build trusted relationships and partner closely with existing CE&S teams across Zillow in defining mid and long term strategy for a highly differentiated Rentals customer experience

  • Be the go to voice for Rentals product and a vocal advocate for Rentals initiatives across Zillow as you partner across multiple partner groups to deliver a cohesive customer experience

  • Manage unit cost while maintaining SLA by working closely with Workforce Management and Recruiting partners to develop and implement hiring strategy across all Rentals’ lines of business

  • Partner with leadership to develop and implement measurement systems that enable us to understand performance and SLA targets and progress for Rentals clients

  • Own communicating reporting on Rentals client support and performance results to key stakeholders on a weekly and monthly basis and provide recommendations on future workflows and pilot projects

  • Drive alignment with renewals, expansion and sales

 

 

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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.

 

 

In Colorado, Connecticut, Nevada and New York City the standard base pay range for this role is $87,800.00 – $140,200.00 Annually. This base pay range is specific to Colorado, Connecticut, Nevada and New York City 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

  • 5+ years of leadership experience (leader of others)

  • 3+ years of management experience (leader of leaders)

  • Proven track record leading small to medium customer facing teams and leading other leaders through a focus on Customer Experience, business results and employee engagement

  • A change leader with proven experience leading people in a rapidly expanding, fast-paced, results driven environment

  • An advocate for the Customer, Clients Specialists and Rentals leadership team

  • A well versed people leader with strong business acumen and operational leadership skills

  • A clear and engaging communicator and able to drive adoption to overall vision and daily changes not limited to products, team structure and performance metrics

  • Comfortable both receiving and delivering feedback across the Rentals leadership team, Support Specialists and cross-functionally

  • Desire to build solutions to real problems, ship MVPs and get quick customer feedback

  • Ability to communicate ideas effectively and work with a wide range of internal collaborators, including senior leaders

  • Ability to multi-task and excel in a fast-paced, constantly evolving, and data driven organization