Senior Customer Operations Specialist (dotloop PRO)

Job Description

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.

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