Customer Experience Analyst, ZHL

will directly impact our customers' experiences and contribute to the continuous improvement of our service quality.

You Will Get To

• Investigate and analyze customer inquiries and complaints, clarifying concerns and determining root causes

• Provide tailored solutions to address customer needs, expediting corrections or adjustments as necessary

• Follow up with customers post-resolution to ensure satisfaction

• Respond promptly and professionally to customer inquiries via phone, email, social media, and traditional mail

• Acknowledge and take responsibility for customer complaints, coordinating with supporting departments to resolve issues

• Deliver constructive feedback to improve the efficiency and quality of the customer experience

• Identify opportunities for coaching and training to enhance customer satisfaction and service quality

• Maintain a thorough understanding of Zillow Home Loans products, policies, and procedures to provide accurate information

• Meet personal and team targets, effectively managing call handling quotas

• Handle a high volume of inbound and outbound calls with professionalism

• Perform other related duties and projects as required to support business needs

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, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $27.60 - $44.00 hourly. This base pay range is specific to these locations and may not be applicable to other locations.In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $26.20 - $41.80 hourly. The base pay range is specific to these locations 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. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Who you are

• 2-3 years experience in customer support within a fast-paced environment

• Strong phone contact handling skills and exceptional active listening abilities

• Customer-oriented mindset with the ability to adapt and respond to diverse personalities

• Excellent verbal and written communication skills, with a focus on clear and professional presentation

• Demonstrated ability to multitask, prioritize, and manage time efficiently

• Proficient in English, both written and verbal, with strong grammar and punctuation skills

• Effective oral communication and interpersonal skills, able to engage with individuals at all organizational levels

• Experience in defusing emotionally charged situations with patience and professionalism

• Ability to provide constructive feedback and present information to groups in an engaging manner

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

At Zillow, we're reimagining how people move-through the real estate market and through their careers. As the most-visited real estate platform in the U.S., we help customers navigate buying, selling, financing and renting with greater ease and confidence. Whether you're working in tech, sales, operations, or design, you'll be part of a company that's reshaping an industry and helping more people make home a reality.

Zillow is honored to be recognized among the best workplaces in the country. Zillow was named one of FORTUNE 100 Best Companies to Work For® in 2025, and included on the PEOPLE Companies That Care® 2025 list, reflecting our commitment to creating an innovative, inclusive, and engaging culture where employees are empowered to grow.

No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry-and your career-forward, together.

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.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company's reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.