Senior Operations Support Specialist

About the team

As a Senior Operations Support Specialist within the Advertising Operations team, you'll be part of the team focused on driving StreetEasy’s mission forward through providing best-in-class support for our property managers and advertising partners. This team plays a critical role in maintaining operational excellence and partner satisfaction, and the Senior Operations Support Specialist will contribute directly to that success by resolving complex issues, optimizing processes, and providing expedited support.

About the role

In this high-impact role, you will maintain operations for a designated business function and serve as the primary owner of the Partner Support queue for Building Showcase campaigns and property manager tooling. You will assist internal account management teams with executing essential sales operations while engaging directly with external customers to provide technical support and enforce policy. You will have the opportunity to influence the quality of our advertiser experience by bridging the gap between front-line support and technical product teams, resolving issues with high integrity and exceptional customer service.

This role has been categorized as a Remote position. “Remote” employees 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. U.S. employees may live in any of the 50 United States, with limited exceptions.

Responsibilities

• Act as the subject matter expert for StreetEasy’s listing verification process.
• Maintain deep expertise in StreetEasy’s suite of advertising products and the systems that drive their fulfillment.
• Develop and maintain internal documentation, training materials, and SOPs to empower front-line support teams.
• Resolve high-priority escalations with a focus on speed and accuracy.
• Identify trends in support volume and advocate for product or process improvements to better the customer journey.
• Lead or participate in cross-functional projects aimed at improving the efficiency of the Advertising Operations department.

Requirements

• At least 2 years in an operations or technical support role.
• You thrive in a fast-paced environment and can manage multiple competing priorities with ease.
• You act with a "North Star" focus on the customer, possessing the unique ability to trace how internal workflows directly impact the end-user experience; you proactively seek process improvements that balance operational efficiency with customer satisfaction.
• You are a skilled communicator capable of building strong relationships with partners and internal account management teams, ensuring technical complexities are translated into clear, actionable insights that drive mutual success.
• You possess a strong technical aptitude and are proficient in leveraging frontline tools to extract insights and streamline operational workflows.

Here at Zillow, we value the experience and perspective of candidates with non-traditional backgrounds. We encourage you to apply if you have transferable skills or related experiences.

Pay

In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $76,200.00 - $121,800.00 annually. In Colorado, Hawaii, Illinois, Maine, Minnesota, Nevada, Ohio, Rhode Island, Vermont, and Virginia the standard base pay range for this role is $72,500.00 - $115,700.00 annually. The base pay range is specific to these locations and may not be applicable to other locations. In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location. Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.