Support Consultant

About the role

Zillow, Inc. is transforming real estate by providing innovative products and services to agents, brokers, and multiple listing services (MLSs). ShowingTime+, a brand under Zillow, delivers world-class customer experiences and tools that help real estate professionals streamline their businesses. Our product suite includes ShowingTime, dotloop, Bridge Interactive, Listing Media Services, Listing Showcase, Aryeo, Rich Media, and the Zillow 3D Home App, used by over one million real estate professionals and photographers across the U.S. and Canada. As an Aryeo/RMX Support Consultant at Zillow, you'll provide frontline support to photographers and agents, helping them get the most out of our media and listing experience products, including Zillow 3D Home, Aryeo (Pro & Lite), and Listing Showcase. You'll troubleshoot technical issues, educate customers on best practices, and partner with internal teams to share feedback and improve our products. You'll work in a fast-paced, metrics-driven environment where delivering excellent customer experiences is a top priority.

Responsibilities

• Provide exceptional customer support via phone, email, and chat to photographers and agents.
• Troubleshoot and resolve technical issues across Zillow 3D Home, Aryeo (Pro & Lite), Listing Showcase, and related workflows.
• Become an expert in our tools and processes, including internal systems such as CRMs and Slack.
• Respond to customers within defined service levels, taking full ownership from first contact through resolution.
• Stay current on product updates, fixes, and new feature releases and explain changes clearly to customers.
• Meet or exceed productivity, quality, and customer satisfaction metrics.
• Document customer interactions and troubleshooting steps accurately in our CRM.
• Identify and surface trends, bugs, and recurring issues to cross-functional partners (e.g., Product, Engineering).
• Contribute to a positive team environment by sharing knowledge and best practices.
• Support a flexible schedule, including weekend availability, as needed.
• In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $21.60 - $34.60 hourly. This base pay range is specific to these locations and may not be applicable to other locations.
• In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $20.60 - $32.80 hourly. The base pay range is specific to these locations and may not be applicable to other locations.

Requirements

• 1+ years of customer support experience, with 6+ months in technical support preferred.
• Excellent written and verbal communication skills in English.
• Proven ability to troubleshoot technical issues and explain solutions to users with varying technical comfort levels.
• Experience using CRM systems and supporting customers across phone, email, and chat.
• Comfortable working in a fast-paced, changing environment and managing multiple priorities.
• Strong attention to detail and commitment to accurate documentation.
• Resourceful, curious learner who is eager to stay up to date on new products, features, and fixes.
• Reliable, high-speed internet connection suitable for remote support, including calls and screen sharing.
• Willingness to work a flexible schedule, including weekends.
• Get to know us
• No matter where you sit in the organization, your work will help drive innovation, support our customers, and move the industry-and y

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