About the team

Industry Data Support is responsible for providing support for Multiple Listing Services (MLS), Brokerages, and related technologies. The team handles inquiries from technical and leadership contacts at MLS organizations and brokerages through inbound phone and email channels. Industry Data Support also works with various internal Zillow Group Teams and Affiliate companies with data concerns. The team specializes in investigating listing discrepancies, troubleshooting Syndication/ IDX/ VOW/ XML/ API/ Rental /Dotloop feed problems, feed setups, and assisting with account management.

About the role

Join our dynamic Industry Data Support team, where you'll play a crucial role in partnering with Multiple Listing Services (MLS) and brokerages to provide expert support and resolve data-related issues. As a key player in this fast-paced environment, you'll collaborate with a wide array of Industry professionals and internal teams to ensure seamless operations and maintain high standards of data quality, ultimately enhancing the customer experience at Zillow Group.

You Will Get To:

• Collaborate daily with real estate professionals, including tech support teams, brokerage VIPs, and MLS leadership to provide expertise on Zillow products and resolve listing and feed issues.

• Support and troubleshoot all feed-related issues while maintaining listings quality assurance through both customer feedback and proactive checks.

• Respond to customers within assigned service levels, taking ownership of issue resolution and ensuring high-quality support.

• Foster strong communication and organizational support with Industry partners, clients, and internal teams, while following up on MLS approvals and data issues.

• Advocate for customer feedback by gathering, analyzing, and presenting insights to relevant stakeholders to enhance services and processes.

• Demonstrate adaptability and teamwork through open communication with all customers and the ability to manage complex technical projects.

• Initiate and implement processes for setting up new MLS, brokerage, and rental feeds while maintaining relationships with MLSs, brokerages, data providers, and internal teams.

• Stay informed about industry trends and advancements, ensuring data quality is upheld and effectively educating users on policies and 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, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC the standard base pay range for this role is $28.90 - $46.10 Hourly. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Nevada, New Jersey, New York, Rhode Island, Vermont, Washington state, and Washington DC 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

• Have a strong commitment to resolving customer issues while maintaining a high level of professionalism, customer service, and attention to detail.

• Strong problem-solving abilities and advanced technical troubleshooting capabilities are essential, along with a passion for resolving issues. You should be a fast and adaptable learner, as we operate in a fast-paced environment where the industry evolves rapidly. It's crucial to be willing and capable of growing alongside us.

• Excellent communication and interpersonal skills. Able to work effectively and efficiently with customers who have varying degrees of product and technical proficiency.

• Candidates should have at least two years’ experience in a customer service or communications role. You must see customer service as vital to the success of an organization and must be passionate about satisfying our customers. Solving problems and making customers happy are what we’re all about!

• Experience using various channels for delivering customer support; including phone and email. Previous experience with Zendesk or other Help Desk platform.

• Resourceful and savvy with internet searches and finding new ways to solve issues

• Be able to adapt to ad-hoc changes in processes and products, with a positive can-do attitude.

• Open to weekend availability and scheduling to accommodate business needs.

Preferred Skills:

• Experience in real estate / advertising / internet / and or media environment preferred.

• This is a technical Support role; Experience with XML coding preferred.

• Experience with Microsoft SQL Server Management Studio preferred.

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.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.

Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.

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.

Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.