Employee Service Coordinator

Zmex Zillow Mexico, S. De R.L. De C.V.; Xico; Hybrid; MXN 335,000 - 502,000; Full time

Benefits offered by this job

Equity awards

Job summary

Zillow is seeking a collaborative HR Operations professional based in Mexico City to support employee inquiries, administer Mexico-specific programs, and improve processes across HR, payroll, benefits, and compliance.

You’ll work in a teleworker-friendly role that requires monthly office presence in CDMX, with equity awards and competitive compensation. You’ll collaborate with global teams to deliver best-in-class employee experiences for Zillow Group’s Mexico employees.

Qualifications

• Proven experience in human resources or a related field.
• Strong organizational and time-management skills.
• Excellent written and verbal communication in English and Spanish.
• Outstanding problem-solving and customer service orientation.
• Attention to detail with a focus on accuracy and quality.
• Ability to improve processes and drive efficiencies.
• Comfortable collaborating in a fast-paced, team-oriented environment.

Responsibilities

• Serve as first point of contact for employee inquiries in ServiceNow, resolving cases within SLA across onboarding, benefits, time off, payroll and policies.
• Collaborate with Payroll, Benefits, Compensation, Talent Success, IT, Legal and other teams to answer questions using a shared services model.
• Administer Mexico-specific employee programs, including meal vouchers and savings fund, and handle related inquiries.
• Maintain physical on-site employee records and ensure access to contracts and onboarding documents.
• Coordinate monthly retrieval of company hardware from third-party counsel after involuntary separations.
• Act as local escalation point for COE groups, providing Spanish-language support when needed.
• Support Payroll, Travel & Expense, and People Legal to improve processes for Mexico employees; assist with audits and vendor interactions.
• Provide ad-hoc support for Mexico office events (HackWeek, housewarmings), including logistics and communications.

Skills

HR experience

Spanish & English

Organizational skills

Communication skills

Problem solving

Process improvement

Team collaboration

Attention to detail

Job description

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

You must be based in Mexico City (CDMX) and able to work from the office as needed - at least once per month.

• 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

• You must be based in Mexico City (CDMX) and able to work from the office as needed - at least once per month.

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 people 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.

How we work is a key part of that transformation. Through Cloud HQ, our strategic approach to distributed work, most employees have the flexibility to work from wherever they’re most productive—enabling us to move fast, stay connected and deliver on our people promise.

Zillow is honored to be recognized among the best workplaces in the U.S.. Zillow was named one of and included on 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.