Senior Mortgage Support Specialist

About the team

Getting a mortgage is often the most complex and intimidating part of buying a home. At Zillow Group, we believe home should be more than just a dream, and that means removing friction, confusion, and barriers wherever we can.
On the Zillow Mortgages team, we build experiences that help people move from imagining what’s possible to confidently taking the next step. Our platform educates and empowers buyers early in their home-buying or refinancing journey, then connects them with trusted lending partners, including Zillow Home Loans and hundreds of lenders across our advertising network, when they’re ready to move forward. Behind every smooth borrower experience is a strong operational foundation. That’s where this team, and this role, comes in.

About the role

We’re looking for a Senior Mortgage Support Specialist to help our sales team and lender partners operate with confidence at scale. In this role, you’ll partner closely with sales, product, analytics, and other cross-functional teams to ensure our systems, data, and processes work reliably and efficiently. Your work will directly impact the quality and integrity of the mortgage experience on Zillow, helping lenders succeed and customers take meaningful steps toward getting home.

You Will Get To: 

• Own and evolve back-end workflows to ensure systems are accurate, efficient, and scalable

• Partner with sales, product, analytics, and marketing to improve workflows and enable a seamless lender experience

• Identify process gaps and operational risks, clearly communicating opportunities for improvement

• Moderate consumer reviews and manage lender profiles to maintain accuracy, quality, and trust

• Perform audits to ensure data integrity and uninterrupted lead delivery

• Assess and fulfill lender account changes with a strong understanding of the downstream impact

• Learn and adopt new tools and technologies quickly, using independent and AI-assisted learning

• Take on stretch assignments that deepen your understanding of our products, systems, and the mortgage ecosystem

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 $31.10 - $49.70 hourly. 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 $29.60 - $47.20 hourly. 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

• 5+ years of experience in operations, support, account management, or similar roles managing multiple workstreams

• Strong ownership mindset, with the ability to move work forward confidently without step-by-step direction

• Proven ability to identify process gaps and drive improvements through recommendations, documentation, and adoption

• Experience working with CRM, operations, or analytics tools such as Salesforce, Gong, and Google Workspace, with the ability to quickly learn new platforms

• Strong technical aptitude, including the ability to learn new tools independently and leverage AI to accelerate ramp-up

• High attention to detail, with comfort auditing data and workflows to prevent downstream issues

• Clear and proactive communicator, comfortable surfacing risks and proposing solutions

• Ability to thrive in ambiguity, adapt to change, and manage shifting priorities in fast-paced, queue-based or ticket-driven environments

Preferred Qualifications 

• Demonstrated project or workflow management skills, including prioritization, follow-through, and stakeholder coordination