Remote Account Services Lead - Process & Ops

Zillow Group; United States; Remote; USD 49,000 - 78,000; Full time

Job summary

Zillow Group in the United States is seeking a Senior Specialist, Account Services to manage moderately complex operational workflows, resolve issues, and coordinate with Sales, Operations and Support to ensure a high-quality customer experience.

The role emphasizes data-driven decision making, clear documentation, onboarding support, and mentoring teammates to foster accountability and continuous improvement. This is a remote position with location flexibility across the U.S.

Qualifications

• Bachelor’s degree or equivalent practical experience considered.
• 4+ years in account services, customer operations, sales support, or related field.
• Experience coordinating across multiple stakeholders to resolve issues and meet deadlines.
• Experience using data/metrics to monitor performance and drive improvements.
• Strong communication and collaboration skills.

Responsibilities

• Lead day-to-day execution of account-related processes with accurate setup and updates.
• Coordinate with Sales, Operations, and Support to resolve escalations and align on next steps.
• Analyze trends and metrics to identify gaps and drive workflow improvements.
• Develop clear documentation, SOPs, and job aids for consistency and training.
• Support onboarding and transitions by tracking dependencies and timelines.
• Mentor junior team members on tools, processes, and best practices.
• Participate in small to medium process-improvement initiatives and pilots.

Skills

Account coordination

Stakeholder management

Data analysis

Process improvement

Communication skills

Education

Bachelor’s degree in Business, Operations, Communications, or a related field

Job description

Zillow Group in the United States is seeking a Senior Specialist, Account Services to manage moderately complex operational workflows, resolve issues, and coordinate with Sales, Operations and Support to ensure a high-quality customer experience.

The role emphasizes data-driven decision making, clear documentation, onboarding support, and mentoring teammates to foster accountability and continuous improvement. This is a remote position with location flexibility across the U.S.