Support Services Specialist

About the Team

The Support Services team at StreetEasy is dedicated to providing outstanding experiences across all customer interactions. Their efforts support real estate professionals, customers, and internal teams by quickly and effectively resolving support requests. Collaborating throughout the company, they act as advocates for customers to ensure every engagement is handled with care, urgency, and a focus on enhancing the overall customer journey. Their responsibilities encompass account management, program oversight, technical support, and monitoring site quality—all united by the goal of continuously improving the StreetEasy experience.

Role Overview

In the role of Support Services Specialist, you will bridge technical problem-solving with customer relationship development. Serving as the first point of contact for real estate professionals, customers, and internal teams, you will manage inquiries with efficiency, empathy, and a focus on the customer’s needs. Unlike traditional support roles that end with issue resolution, you will take every interaction further by gaining insight into partners’ businesses, connecting them with appropriate products or programs, and strengthening their ties with StreetEasy.

Key Responsibilities

• Manage a large volume of partner queries through email, live chat, and occasional phone calls, addressing technical issues, account management, billing, and product-related questions promptly and thoughtfully.
• Provide assistance across a wide range of topics including platform usage, product features, account details, and listings to real estate professionals, customers, and internal stakeholders.
• Take full ownership of conversations by triaging, resolving, or routing them while prioritizing the partner’s experience throughout the process.
• Develop relationships by understanding partners’ business objectives and helping them derive tangible value from StreetEasy offerings.
• Spot and suggest opportunities to link partners with suitable products, programs, or teams, elevating discussions beyond immediate issue resolution.
• Represent partner perspectives by transforming frontline insights into actionable recommendations for product, operations, and sales teams.
• Work collaboratively across departments to highlight partner feedback, optimize processes, and facilitate the launch of new products and programs.

Candidate Profile

• Experienced in high-volume customer support, account management, or client-facing roles with a consistent focus on enhancing customer satisfaction.
• Technically adept with strong problem-solving abilities, motivated to improve systems and processes to prevent future challenges.
• Communicates effectively, capable of simplifying complex issues for customers and clearly conveying frontline insights and data-driven suggestions to internal teams.
• A confident and clear communicator able to balance customer issue resolution with relationship building, shifting seamlessly between technical and business discussions.
• Truly customer-centric, viewing every interaction as a chance to improve the overall experience rather than solely closing cases.
• Proactive and solution-driven, identifying patterns, taking initiative, and seeking ways to enhance future partner experiences.
• Curious about partner needs and skilled in converting frontline feedback into meaningful improvements across products, operations, and workflows.
• Experienced collaborating cross-functionally and influencing various teams to implement customer-beneficial changes.
• Proficient with Google Drive and open to utilizing AI tools to enhance efficiency and service quality.

Additional Information

This position is classified as remote, allowing U.S.-based employees to work from any state, subject to certain restrictions. Salary ranges vary by state, with standard hourly base pay between $27.80 and $46.70 depending on location. In addition to competitive base pay, the role is eligible for equity awards based on experience, performance, and location. Compensation will comply with salary thresholds applicable to exempt employees in the employee's state of residence.

StreetEasy's parent company, Zillow Group, is recognized for fostering an inclusive, innovative, and supportive workplace culture, earning prestigious employer awards. The company values equal employment opportunity without regard to protected characteristics and provides accommodations for disabilities. Applicants with arrest or conviction records will be considered in alignment with relevant laws.

Applicants in Los Angeles County receive additional notices regarding job expectations and criminal history's potential impact on employment due to local ordinances.