Growth Specialist I, Preferred

The Zillow Preferred team partners with top real estate professionals to help them deliver outstanding experiences for home shoppers. We're building the next generation of partner success: AI-powered where it should be, human-led where it matters most, and always grounded in customer outcomes. To do that at scale, we are building a frontline that combines operational rigor, sound judgment, and a shared commitment to exceptional partner experiences.

As a Customer Success Specialist, Preferred, you are part of a frontline team that delivers timely, consistent support to Zillow Preferred partners and their agents. You'll work strategic outreach queues driven by data-based signals, respond to inbound support tickets and partner inquiries, and help partners navigate key moments in their journey, from onboarding and early ramp, to day-to-day operations, to performance management. This role operates within a structured, team-based model. You work from a shared book of business rather than owning a named book of business, so coverage stays consistent and no partner depends on one person being available. Depending on business needs, you may focus on a particular area of partner and agent support (such as new partner onboarding, operational topics, or performance basics), but the core expectation across all focus areas is the same: be responsive, follow process, and deliver reliable first-touch support.

Support Partner Onboarding and Platform Adoption Help new partners and agents navigate early lifecycle steps, including ramp-up on Zillow  platforms and offerings such as Follow Up Boss and Zillow Home Loans. Guide partners through key post-activation workflows, including onboarding navigation, feature usage and adoption, and basic operational setup, ensuring they understand next steps and available self-service resources. Reinforce relevant best practices, program tips, and recommended actions with partners as outlined in team playbooks, connecting them to the right tools, content, or team if needs fall outside your scope. Engage, Respond, and Resolve Work through trigger-based, proactive outreach queues by reviewing performance signals, prioritizing based on defined criteria, and taking first-touch action within established workflows. Handle inbound partner and agent inquiries across assigned channels (phone, email, or case management tools), provide guidance within defined playbooks and route technical or account issues to the appropriate support team. Track & Document Activity and Flag Concerns Use available reporting tools to monitor partner activity and key performance indicators within your assigned workflow. Identify patterns, flag concerns, and surface observations based on predefined playbooks; escalate systemic, complex, or sensitive issues through the proper channels. Maintain detailed, up-to-date records of partner interactions and cases in designated systems to support service continuity, quality review, and compliance. Learn and Contribute Identify recurring questions, content gaps, or workflow friction and share structured feedback with teammates and leaders to improve documentation, playbooks, and tools. Collaborate with peers and cross-functional partners to resolve issues and meet defined service levels and quality standards. Participate in team learning sessions to build product, process, and program knowledge.   How Success Is Measured Consistently achieve 90% or more of weekly KPIs, including response and resolution time against defined SLAs, outreach queue completion, and case documentation quality. Meet quality and accuracy standards on partner interactions as measured through regular QA review. Complete assigned trigger-based outreach within the defined window so every partner in the covered book is touched on the expected cadence.  This role has been categorized as a Field position. “Field” employees perform the majority of their work in a specified