Portfolio Jobs

About the team

Dotloop by Zillow is a collaboration platform that brings our Customers (real estate agents, brokers and third-party providers) into one workspace with their consumers to complete transactions online, seamlessly. Dotloop is part of Zillow Group, whose mission is to give people the power to unlock life’s next chapter. We are in an era of convenience; the time for a seamless and convenient real estate experience is now.

The dotloop PRO team is dedicated to helping customers create a dotloop dashboard that services their administrative team and agents.

About the role

As a Senior Customer Operations Specialist, dotloop PRO, you will report directly to the Manager of dotloop PRO. This position is perfect for someone who enjoys interacting with customers in an online environment, educating and guiding the customer with a high-level of confidence, and contributing to team processes.

You Will Get To:

● Configure and maintain dotloop admin tools—templates, task lists, roles/permissions, profiles, and compliance settings—based on documented customer requirements.

● Host concise onboarding/discovery and service calls (video) to demo best practices, capture decisions, and outline next steps.

● Manage a personal queue of projects from email and scheduled calls; estimate effort, set expectations, and adjust timelines when scope changes.

● Deliver quoted turnaround times and provide proactive status updates on progress and blockers.

● Document work thoroughly in Salesforce so configurations are auditable and easy for teammates to follow.

● Collaborate across teams (Customer Success, Customer Experience, Sales) for taking the lead to ensure smooth handoffs and fast issue resolution.

● Validate end-to-end quality before delivery to customer; incorporate customer feedback, and reproduce, triage, and resolve issues to meet team QA standards.

● Systems thinker: design scalable workflows (roles/permissions, templates, compliance) for multi-team/account setups.

● Lead Onboarding/Training Sessions to mentor peers and train team members on SOPs, product knowledge, and customer interactions.

● Improve team operations: refine SOPs and maintain shared template libraries.

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.In California, Connecticut, Maryland, Massachusetts, New Jersey, New York, Washington state, and Washington DC the standard base pay range for this role is $64,700.00 - $103,300.00 annually. This base pay range is specific to these locations and may not be applicable to other locations.

In Colorado, Hawaii, Illinois, Minnesota, Nevada, Ohio, Rhode Island, and Vermont the standard base pay range for this role is $60,000.00 - $98,200.00 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.

Who you are

You’re organized, curious, and service-minded; equally comfortable configuring templates and guiding customers live.

● Clear, concise communicator (written & video): documents decisions, next steps, and customer notes teammates can rely on.

● Systems-minded problem solver: balances quick fixes with long-term workflows.

● Execution & time management: juggles multiple customers/projects and reliably meets Service Level Agreements (SLAs) and quoted turnarounds.

● Product aptitude: learns and configures dotloop admin features (templates, task lists, roles/permissions, profiles, compliance settings) and can explain the “why” to non-technical users.

● Quality ownership: tests your own work, reproduces issues, and keeps meticulous records to protect accuracy.

● Team-first collaborator: follows SOPs, shares learnings, and contributes to playbooks and template libraries.

● Customer trust builder: sets expectations proactively, closes the loop, and follows through.

● Adaptable learner: comfortable with repeatable workflows and frequent change; seeks and applies feedback.

● Tools fluency: confident with email, video conferencing, spreadsheets, and project trackers.

● Data stewardship: handles PII securely and adheres to privacy/compliance guidelines.

Nice to have:

● Experience with real estate transactions, brokerage compliance, or e signature/transaction-management platforms

● Previous experience with dotloop

● Comfortable with repeatable workflows and maintaining high accuracy in routine tasks.

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 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.

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 your recruiter directly.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable state and local law.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.