Employee Service Coordinator

Zillow; Ciudad de México; Presencial; MXN 502.000 - 781.000; Jornada completa

Descripción de la vacante

Zillow is seeking a collaborative HR Operations professional to support Mexico employee programs and provide best-in-class service across HR, Compensation, Benefits, and Payroll. You’ll work in ServiceNow and partner with multiple teams to resolve inquiries, while maintaining compliant records and scalable processes for Zillow employees in Mexico.

This teleworker role allows you to support employees remotely across Mexico with occasional travel to Mexico City for events and activities.

Formación

• Experience in human resources or a related field
• Fluent in English and Spanish
• Strong organizational and time management skills
• Excellent written and verbal communication skills
• Attention to detail and customer-focused mindset

Responsabilidades

• Serve as the first point of contact for employee inquiries in ServiceNow, resolving cases within SLA across onboarding, benefits, time off, payroll, policies, Workday support, and offboarding
• Partner with Payroll, Benefits, Compensation, Talent Success, IT, Legal, and other teams to answer a broad range of employee questions using a shared services model
• Administer Mexico-specific employee programs, including meal vouchers and savings fund
• Maintain and manage employee records and ensure compliance, including contracts and new-hire paperwork
• Coordinate retrieval of company hardware from third-party providers after separations, typically monthly
• Act as escalation point for COE groups and provide local expertise, including Spanish conversations when needed
• Collaborate with Payroll, Travel & Expense, and People Legal to improve processes for Zillow Group's Mexico employees, including audits
• Provide ad-hoc support for Mexico office events (HackWeek, housewarmings)

Conocimientos

Bilingual English/Spanish

Organizational skills

Time management

Communication skills

Herramientas

ServiceNow

Workday

Descripción del empleo

About the team

You'll be part of Zillow's HR Operations and Shared Services team, a group dedicated to delivering responsive, accurate support that helps employees navigate key moments across their Zillow journey. Working at the center of our people processes, the team partners closely with HR and business teams to coordinate transactions, improve workflows, and create a consistent, positive employee experience at scale. This is a collaborative team that values service, operational excellence, and continuous improvement in how we support our people.

About the role

Zillow is searching for a collaborative individual who empathizes with the needs of employees and is proficient in resolving obstacles that may emerge. You have a steadfast dedication for delivering excellent service and are an expert in effectively prioritizing tasks while maintaining quality and attention to detail. In this role, you'll contribute to Zillow's success by delivering a best-in-class support experience to our employees, while also providing dedicated support to Mexico employee programs. You'll tackle queries across all functional areas - HR, Compensation, Benefits, Workforce Management, and more - while ensuring our intranet remains updated. Your involvement will be pivotal in establishing scalable processes for employee support, playing a crucial role in our ongoing success.

What you’ll do

• Serve as the first point of contact for employee inquiries in ServiceNow, responding to and resolving cases within SLA on a variety of topics (onboarding, benefits, time off, payroll, company policies, Workday support, offboarding).


• Partner with stakeholders from all employee support teams (Payroll, Benefits, Compensation, Talent Success, IT, Legal, etc.) to assist in answering a broad range of employee questions using a shared services support model.


• Administer Mexico-specific employee programs, including meal vouchers and savings fund, and serve as a resource for related employee inquiries.


• Maintain physical, on-site employee records to ensure compliance and keep records updated. This includes making sure the right teams have access to contracts, scanning new hire paperwork, and getting it to the appropriate team. (Uses discretion with confidential information).


• Coordinate retrieval of company hardware from third-party legal counsel following involuntary separations, on a typically monthly cadence.


• Act as an on-the-ground escalation point for Center of Expertise (COE) groups, providing local expertise and insights, and recognizing that some conversations may be best in Spanish.


• Collaborate with teams like Payroll, Travel & Expense, and People Legal to improve processes for Zillow Group's Mexico employees. Provides administrative support, interacts with vendors and employees, gathers data for COE groups, and performs audits as needed.


• Provide ad-hoc support for Mexico office events, such as HackWeek and housewarmings. This may include making reservations, handling logistics and communications, and working with various internal teams.

This role has been categorized as a teleworker position. Teleworkers 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. Employees may live anywhere in Mexico, with availability to travel to Mexico City, as we recommend attendance at occasional office events.

In addition to a competitive base salary and benefits, this position is also eligible for equity awards based on factors such as experience, performance and location.

Who you are

• You have proven experience in human resources or a related field


• You have strong organizational and time management skills


• You possess excellent written and verbal communication skills - you can deliver both good and bad news in a professional, compassionate manner.


• You have outstanding problem-solving skills and a strong focus on customer satisfaction.


• You have an eye for process improvement - you leave it better than you found it.


• You can work collaboratively in a fast-paced, team-oriented environment while quickly adapting to evolving processes, policies, and technological advancements.


• You have high attention to detail and the ability to maintain flawless accuracy.


• You are fluent in English and Spanish.

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 t