Senior Operations Support Specialist

About The Team

Join the Advertising Operations team at StreetEasy as a Senior Operations Support Specialist, where your efforts will contribute to advancing our mission by delivering outstanding support to property managers and advertising partners. This team is crucial to ensuring operational excellence and high partner satisfaction. In this role, you'll address complex challenges, streamline processes, and expedite support services.

About The Role

You will oversee operations for a specific business area and act as the main point for the Partner Support queue related to Building Showcase campaigns and property manager tools. Partnering with internal account management, you'll assist with essential sales operations and communicate directly with external clients to provide technical assistance and uphold policies. Your work will impact the advertiser experience by connecting frontline support with technical product teams and resolving issues with integrity and superior customer service.

Key Responsibilities

• Serve as the expert on the listing verification process.
• Maintain in-depth knowledge of StreetEasy’s advertising products and the systems fulfilling them.
• Create and update internal documentation, training materials, and standard operating procedures to support frontline teams.
• Handle urgent escalations prioritizing accuracy and quick resolution.
• Analyze support trends and promote improvements in products or processes to enhance customer experience.
• Lead or join cross-team efforts to boost efficiency within Advertising Operations.

Compensation and Work Location

This is a remote position open to U.S.-based employees who can work from a location of their choice and disclose it to the company. Salary ranges are location-dependent: in CA, CT, MD, MA, NJ, NY, WA, and DC, the base pay ranges from $76,200 to $121,800 annually; in CO, HI, IL, ME, MN, NV, OH, RI, VT, and VA, from $72,500 to $115,700 annually. Additional equity awards may be granted based on experience and performance. Salaries comply with exemption thresholds based on employee residence state.

Who You Are

• Having at least two years’ experience in operations or technical support roles.
• Comfortable managing multiple priorities in a fast-paced setting.
• Customer-focused mindset, able to connect internal workflows with user experiences and proactively suggest process enhancements balancing efficiency and customer satisfaction.
• Effective communicator skilled in fostering strong partnerships with account teams and clients, simplifying technical info into actionable insights.
• Technically adept, proficient at using frontline tools to generate insights and optimize workflows.

About Zillow Group

Zillow Group is reshaping real estate with innovation to facilitate better buying, selling, financing, and renting experiences. Recognized among top workplaces nationwide, Zillow values an inclusive culture encouraging growth across all departments. Commitment to equal opportunity ensures a welcoming environment for all backgrounds and abilities.

Equal Opportunity and Legal Compliance

We provide equal employment opportunities regardless of diverse backgrounds and accommodate individuals with disabilities. Applicants with criminal records will be considered per applicable laws. For residents of Los Angeles County, job duties emphasize safety, cooperation, excellence under pressure, respectful communication, and adherence to laws and company policies. Criminal history considerations align with essential job functions and local fair chance regulations.