Manager, Bridge Interactive Support

About The Team
Bridge Interactive became a part of the Zillow Group a few years ago and together we've joined to build a huge impact on Real Estate products. We are a group inspired by technology and customer service, who constantly strives to use the best engineering methods available and deliver white glove service.. Our group is tight-knit with a team environment, so we're also looking for an excellent collaborator and partner. Bridge Interactive is passionate about implementing the best technology for a given problem. You'll have the opportunity to influence foundational decisions and work as a team to build something special.
About The Role
Zillow Group is looking for a dynamic, and success-driven person to join Bridge Interactive as a Manager for Bridge Interactive’s Support team. This role is remote and requires strong business, operational, and customer service skills with knowledge of the real estate technology industry to help build Bridge's product line for Multiple Listing Services and their subscribers. In the short term, you will be hands-on with our MLS, broker, and Vendor customers as well as leading a group of data support consultants as we bring our new product suite to market. Over time, this role will also work with other teams within Zillow Group to successfully scale our customer service operations as we grow.

• Work through problems that arise post-launch, and provide insights into performance.
• Establish customer support practices for Bridge products while providing technical and product support to end users
• Communicate trends in customer communications and case volume
• Support the MLS customer & broker user experience with Bridge Interactive products from signed contract through onboarding and ongoing success & support.
• Manage Support team morale and motivate them in their day to day work flows
• Conduct 1:1’s with direct reports
• Lead and direct front-line data support team
• Facilitate in bringing our Agreement Management products to market.
• Onboard and help educate MLSs, brokers and Partners on our platform
• Collaborate with cross functional teams across Zillow Group to scale Bridge's user support & success.

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. Employees may live in any of the 50 US States, with limited exceptions. In certain cases, an employee in a remote-designated job may need to live in a specific region or time zone to support customers or clients as part of their role.
In California, Colorado, Connecticut, Nevada, New York City and Washington the standard base pay range for this role is $73,200.00 - $116,900.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Nevada, New York City and Washington 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.
Who you are

• RETS/ API, Postman, SQL, Zendesk knowledge is a huge plus!
• Solid analytic and decision making skills/ able to communicate complex technical issues clearly
• Excels in working both independently and on teams to complete projects
• A high degree of ownership and commitment to work quickly and accurately in a rapidly changing environment
• Exceptional organizational skills to create repeatable processes to scale
• Experience building and growing teams
• Our ideal candidate has experience in the real estate industry and with SAAS customer management, someone who can bridge the gap between our product teams and our users at MLSs and brokerages as well as our Vendors.
• 3+ years in Residential Real Estate Industry

Get to know us
Zillow is reimagining real estate to make home a reality for more and more people.
As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what job you're in, you will play a critical role in making home a reality for more and more people.
Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, a fundamental commitment to Equity and Belonging, and world-class benefits. These benefits include comprehensive medical, dental, vision, life, and disability coverages as well as parental leave, family benefits, retirement contributions, and paid time off. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For, Glassdoor Employees’ Choice Award, Bloomberg Gender-Equality Index, Human Rights Campaign (HRC) Corporate Equity Index, and TIME 100 Most Influential Companies list.
Zillow Group is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please contact us at [email protected].
Applicants who receive job offers from Zillow Group will be asked to sign a Proprietary Rights Agreement which includes confidentiality, intellectual property assignment, customer and employee non-solicitation, and non-competition provisions. If you are contacted for a role at Zillow Group and wish to review a copy of the Proprietary Rights Agreement prior to receiving an offer, you may request a copy from your Recruiter.
]]>