Employee Service Coordinator

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 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. 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.