Support Consultant

About the teamZillow, Inc. is transforming real estate by providing innovative products and services to agents, brokers, and multiple listing services (MLSs). ShowingTime+, a brand under Zillow, delivers world-class customer experiences and tools that help real estate professionals streamline their businesses.
Our product suite includes ShowingTime, dotloop, Bridge Interactive, Listing Media Services, Listing Showcase, Aryeo, Rich Media, and the Zillow 3D Home App, used by over one million real estate professionals and photographers across the U.S. and Canada.

About the role

As an Aryeo/RMX Support Consultant at Zillow, you’ll provide frontline support to photographers and agents, helping them get the most out of our media and listing experience products, including Zillow 3D Home, Aryeo (Pro & Lite), and Listing Showcase.

You’ll troubleshoot technical issues, educate customers on best practices, and partner with internal teams to share feedback and improve our products. You’ll work in a fast-paced, metrics-driven environment where delivering excellent customer experiences is a top priority.

What You’ll Do

• Provide exceptional customer support via phone, email, and chat to photographers and agents.

• Troubleshoot and resolve technical issues across Zillow 3D Home, Aryeo (Pro & Lite), Listing Showcase, and related workflows.

• Become an expert in our tools and processes, including internal systems such as CRMs and Slack.

• Respond to customers within defined service levels, taking full ownership from first contact through resolution.

• Stay current on product updates, fixes, and new feature releases and explain changes clearly to customers.

• Meet or exceed productivity, quality, and customer satisfaction metrics.

• Document customer interactions and troubleshooting steps accurately in our CRM.

• Identify and surface trends, bugs, and recurring issues to cross-functional partners (e.g., Product, Engineering).

• Contribute to a positive team environment by sharing knowledge and best practices.

• Support a flexible schedule, including weekend availability, as needed.

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 $21.60 - $34.60 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 $20.60 - $32.80 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

• 1+ years of customer support experience, with 6+ months in technical support preferred.

• Excellent written and verbal communication skills in English.

• Proven ability to troubleshoot technical issues and explain solutions to users with varying technical comfort levels.

• Experience using CRM systems and supporting customers across phone, email, and chat.

• Comfortable working in a fast-paced, changing environment and managing multiple priorities.

• Strong attention to detail and commitment to accurate documentation.

• Resourceful, curious learner who is eager to stay up to date on new products, features, and fixes.

• Reliable, high-speed internet connection suitable for remote support, including calls and screen sharing.

• Willingness to work a flexible schedule, including weekends.

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.