Growth Specialist I, Preferred

Zillow

3d•$39 - $66•Onsite

About The Position

The Growth Specialist I, Preferred, is part of Zillow Preferred’s frontline team, providing timely, consistent first-touch support to Preferred partners and their agents. The role supports partners throughout their journey, including onboarding and early ramp, day-to-day operations, and performance management. It works from a shared book of business rather than an individually assigned portfolio, using structured workflows and team coverage. Depending on business needs, the specialist may focus on areas such as new partner onboarding, operational topics, or performance basics. The specialist helps partners and agents adopt Zillow platforms and offerings, including Follow Up Boss and Zillow Home Loans; handles proactive outreach based on data-driven signals and inbound inquiries through assigned channels; documents cases and interactions; and routes technical, account, complex, or sensitive issues to the appropriate teams. The role also monitors activity and performance indicators, flags concerns, shares feedback to improve processes and resources, and collaborates with colleagues to meet service levels and quality standards. Success is measured by meeting weekly KPIs, including response and resolution times against SLAs, outreach completion, and case documentation quality; meeting interaction quality and accuracy standards; and completing assigned outreach within defined timeframes. This is a Field position. Employees perform most of their work in a management-specified geographic location and are expected to live within a reasonable commuting distance of their region or service area.

Requirements

At least 2 years of experience in customer success, customer support, account coordination, or a similar customer-facing role.
Experience working in a fast-paced, high-volume environment supporting customers or external partners.
Experience using CRM or case management tools; Salesforce is preferred.
Aptitude for learning new platforms quickly.
Comfort documenting interactions and managing cases or tickets in a structured workflow environment.

Nice To Haves

Experience in real estate, proptech, SaaS, or a performance-based partner program.
Comfort working with data signals or AI-assisted tools to prioritize work and guide action.
Familiarity with Salesforce, Follow Up Boss, Tableau, or similar tools, and willingness to improve proficiency.
Strong organization, attention to detail, follow-up skills, and ability to manage multiple active cases simultaneously.

Responsibilities

Help new partners and agents navigate onboarding, early lifecycle steps, and ramp-up on Zillow platforms and offerings, including Follow Up Boss and Zillow Home Loans.
Guide partners through onboarding navigation, feature adoption, and basic operational setup, and explain next steps and self-service resources.
Reinforce program best practices and recommended actions using team playbooks, and connect partners with appropriate tools, content, or teams when needs are outside the role’s scope.
Review performance signals, prioritize trigger-based proactive outreach according to defined criteria, and take first-touch action within established workflows.
Handle inbound partner and agent inquiries through assigned channels, such as phone, email, or case management tools.
Provide guidance within defined playbooks and route technical or account issues to the appropriate support team.
Use reporting tools to monitor partner activity and key performance indicators within assigned workflows.
Identify patterns and flag concerns based on predefined playbooks; escalate systemic, complex, or sensitive issues through appropriate channels.
Maintain detailed, current records of partner interactions and cases in designated systems to support continuity, quality review, and compliance.
Share structured feedback about recurring questions, content gaps, and workflow friction to help improve documentation, playbooks, and tools.
Collaborate with peers and cross-functional partners to resolve issues and meet service-level and quality standards.
Participate in team learning sessions to build product, process, and program knowledge.