Support Consultant, ShowingTime

About the team

ShowingTime builds real estate solutions designed to deliver a strong customer experience. The team values collaboration, innovation, and service excellence, and the work directly supports real estate agents in getting more value from the company’s products and services.

About the role

As a Customer Experience Consultant at ShowingTime, you will help deliver efficient, high-quality support across phone, email, and chat. The position focuses on resolving customer issues, following reliable support processes, and adapting service to meet individual customer needs.

Key responsibilities

• Respond quickly and effectively to customer questions and concerns.
• Build strong working knowledge of ShowingTime products and services.
• Use support tools and systems to assist customers with their needs.
• Follow established workflows while tailoring support to the situation.
• Record customer cases clearly and accurately.
• Manage and close outstanding cases in a timely manner.
• Work toward performance and productivity goals.
• Coordinate with internal and external support partners when needed.
• Introduce customers to relevant additional ShowingTime products and services.

Work arrangement

This is a remote role. Remote employees do not work from a permanent corporate office and instead operate from a physical location of their choosing, which must be shared with the company. U.S.-based employees may live anywhere in the 50 states, subject to limited exceptions.

Compensation and equity

The base hourly pay varies by location. For California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC, the standard range is $21.60 to $34.60 per hour. For Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia, the standard range is $20.60 to $32.80 per hour. The role is also eligible for equity awards, with the amount influenced by experience, performance, and location. Pay will not fall below the exempt salary threshold required in the employee’s state of residence.

Who you are

• You communicate clearly and effectively.
• You bring empathy and a customer-first mindset.
• You listen well and remain patient, even in difficult conversations.
• You solve problems creatively and adapt when circumstances change.
• You work well with others and are open to growth.
• You are dependable, punctual, and accountable for attendance.
• You accept feedback constructively and focus on continual improvement.

Qualifications

• You have at least 1 year of experience in customer service or a comparable role.
• You hold a high school diploma or an equivalent qualification.
• You have experience calming and de-escalating difficult calls.
• You can identify and resolve blocking issues reported by customers.
• You are comfortable multitasking and paying close attention to detail.
• You can perform well in a fast-moving environment.
• You communicate clearly in both spoken and written English.
• You have basic digital literacy and can troubleshoot simple technical issues.

About Zillow

Zillow is rethinking how people move through real estate and through their careers. As the most visited real estate platform in the United States, the company helps people buy, sell, finance, and rent with greater confidence and convenience. Employees contribute across technology, sales, operations, and design to help reshape the industry and make home a reality for more people.

Zillow has also been recognized as one of the FORTUNE 100 Best Companies to Work For® in 2025 and was included on the PEOPLE Companies That Care® 2025 list, reflecting a culture centered on inclusion, innovation, and employee growth.

Equal opportunity and legal notices

Zillow Group is an equal opportunity employer and supports an inclusive workplace regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. Candidates needing accommodation due to a disability or special need should contact their recruiter directly.

Applicants with arrest or conviction records will be considered in line with applicable state and local law.

For Los Angeles County applicants, the role includes working safely and cooperatively with colleagues and supervisors, maintaining high standards even under pressure, communicating respectfully to support excellent customer service, and complying with federal, state, local, and company policies. Criminal history may relate to certain material job duties, including judgment, stress management, trustworthiness, professionalism, workplace safety, and protecting business operations and the company’s reputation. Qualified applicants with arrest and conviction records will be considered under the Los Angeles County Fair Chance Ordinance.