Employee Service Coordinator

Job description

About the team 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 employees. 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. Zillow Group is a strategic, mission-driven organization focused on delivering exceptional experiences and measurable outcomes. Our work spans cross-functional partnership, scalable programs and operational excellence in support of Zillow’s mission. We bring deep experience working across diverse teams in a dynamic, high-growth environment, balancing strategic thinking with hands-on execution to drive meaningful business impact. We are seeking an experienced professional to support our workforce expansion in India. About the role 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. 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). Maintain cases in your ServiceNow queue and effectively manage communications with employees, meeting case closure and SLA adherence goals. Prepare and complete time-sensitive documents, forms, letters, and paperwork accurately and route them to appropriate teams for further processing in a timely manner. This includes I-9s, personnel files, employment verifications, unemployment claims, and offboarding paperwork. Complete weekly and monthly audits with a strong level of accuracy and attention to detail. Apply the highest level of confidentiality regarding sensitive information and employee records. Demonstrate proven ability to effectively partner with other teams and stakeholders. Be a champion of the Employee Service Center model by guiding employees to our company intranet and AI-powered agent for self-service, identifying gaps in self-service content and providing suggestions as needed. Perform other duties or special projects of a similar nature as assigned. This role has been categorized as an Office position. “Office” employees regularly work at the Zillow India office for approximately 80 to 100 percent of their time each month. Employees must live within a reasonable commuting distance of the office. Zillow has not defined a reasonable distance, and expects employees will use judgment in determining this for themselves and understand the implications re: time commitment and cost of daily commute. In addition to a competitive base pay, employees in this role are eligible for incentive compensation subject to applicable laws and relevant Zillow policies. Actual amounts will vary depending on experience, performance and location. Who you are You have 1+ years of HR-related experience (could include HR exposure through classes or coursework). 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 are a self-starter who can work reliably in a remote setting. You have high attention to detail and the ability to maintain flawless accuracy. You have an understanding of HR processes and systems, including ServiceNow HRSD and Workday (preferred). 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., Zillow helps millions of customers navigate buying, selling, financing, and renting with greater ease and confidence. Our teams in India play a critical role in building and scaling the technology, products, and operations that power this experience. Whether you’re working in tech, operations, or shared services, you’ll collaborate with global partners to solve meaningful problems and help more people make home a reality. Zillow is honored to be recognized among the best workplaces in the U.S.. 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, maternity status, HIV status, or veteran status. Reasonable accommodations will be provided to candidates with disabilities, in accordance with applicable policies.