Support Consultant

About the team

Zillow is modernizing the real estate experience with products and services built for agents, brokers, and multiple listing services. ShowingTime+ is one of its brands, focused on creating smoother customer experiences and practical tools that help real estate professionals run their businesses more efficiently.

The wider product ecosystem includes ShowingTime, dotloop, Bridge Interactive, Listing Media Services, Listing Showcase, Aryeo, Rich Media, and the Zillow 3D Home App. These products are used by more than one million real estate professionals and photographers in the U.S. and Canada.

About the role

In this Aryeo/RMX Support Consultant position, you will be the first point of contact for photographers and agents who need help with media and listing workflow products such as Zillow 3D Home, Aryeo (Pro and Lite), and Listing Showcase.

Your work will involve diagnosing technical problems, guiding customers on effective product usage, and collaborating with internal partners to improve the overall experience. This is a fast-moving, metrics-focused role where customer satisfaction is a key priority.

What you will do

• Deliver responsive customer assistance to photographers and agents through phone, email, and chat.
• Investigate and resolve technical issues related to Zillow 3D Home, Aryeo (Pro and Lite), Listing Showcase, and connected workflows.
• Build deep knowledge of the company’s tools and processes, including internal systems such as CRM platforms and Slack.
• Handle customer cases within required service timelines and manage each issue from initial contact through final resolution.
• Keep up with product enhancements, bug fixes, and new releases so you can clearly explain changes to users.
• Consistently meet or exceed targets for productivity, quality, and customer satisfaction.
• Record customer conversations and troubleshooting actions accurately in the CRM.
• Spot recurring issues, trends, and defects, and escalate them to teams such as Product and Engineering.
• Help maintain a collaborative team culture by sharing knowledge and proven practices.
• Be available for a flexible schedule, including weekends when needed.

Work arrangement

This is a remote role. Employees do not work from a permanent corporate office and instead perform their duties from a location of their choice, which must be provided to the company. U.S.-based employees may live in any of the 50 states, with limited exceptions.

Compensation

The hourly base pay range varies by location. For California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC, the range is $21.60 to $34.60 per hour. For Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia, the range is $20.60 to $32.80 per hour.

In addition to base pay, this role may be eligible for equity awards depending on experience, performance, and location. Pay will not fall below the exempt salary threshold required by the state where the employee lives.

Who you are

• You have at least 1 year of customer support experience, and 6+ months in technical support is preferred.
• You communicate clearly in English, both in writing and speaking.
• You can troubleshoot technical problems and explain solutions to people with different levels of technical knowledge.
• You have experience working with CRM tools and supporting customers over phone, email, and chat.
• You are comfortable in a dynamic, fast-paced setting with changing priorities.
• You pay close attention to detail and keep records accurately.
• You are curious, self-directed, and motivated to learn new products, features, and fixes.
• You have reliable high-speed internet for remote calls and screen sharing.
• You are willing to work a flexible schedule, including weekends.

Equal opportunity and fair hiring

Zillow Group is committed to equal opportunity and an inclusive workplace. Hiring decisions are made without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or veteran status. If you need accommodation because of a disability or special need, you should contact the recruiter directly.

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

Los Angeles County notice

For applicants in Los Angeles County, the job requires safe and cooperative conduct with coworkers and supervisors, maintaining high standards even under pressure, communicating respectfully to support excellent customer service, and following all applicable federal, state, local, and company policies. Some criminal history may be directly relevant to the role’s core duties, including professionalism, sound judgment, stress management, trustworthiness, and protection of 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.

About the company

Zillow helps people move through the real estate market and through their careers by making it easier to buy, sell, finance, and rent homes. The company has been recognized as one of FORTUNE 100 Best Companies to Work For® in 2025 and was also included on the PEOPLE Companies That Care® 2025 list.

Across the organization, employees contribute to innovation, customer support, and the advancement of the real estate industry.