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Employee Service Specialist

hace 3 meses

Villa Emiliano Zapata Extoraz Querétaro Mexico Zillow A tiempo completo

About the teamThe Employee Service Center (ESC) team is on a mission to transform how employees get HR support in a Cloud HQ environment. We provide a one-stop-shop experience for candidates, employees, managers, and alumni to get their questions and issues resolved quickly and efficiently so that they have more time to focus on the work that matters most. As a member of the team, you will provide excellent service to our customers and help cultivate a collaborative team environment.

About the role

As an Employee Service Specialist at Zillow, you will have an important role in supporting our human resources efforts. This is an opportunity to join a top-tier HR team and contribute to the success of our Mexico City office. We are looking for someone who is highly organized, proactive and able to effectively coordinate various tasks to ensure smooth operations. This role is expected to work in the Mexico City office as needed (approximately 2-3 days per month and for events). 

In addition to providing in-office support, you'll contribute to Zillow’s success by delivering a best-in-class 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.

What you’ll do

  • Support the onboarding of new hires, mostly remote. This includes:

    • Helping with orientation and paperwork at the Zillow Group office in Mexico City when needed.

    • Coordinating with recruiting, and new hires to ensure clear Day 1 communications.

    • Acting as an escalation point for Payroll to ensure paperwork is submitted correctly and on time.

    • Answering any questions about Zillow Group, Day 1 and Day 2 activities, employment agreements, and escalating to the proper points of contact as needed.

  • Plan, support, coordinate, and execute events for the Mexico office, such as recruiting events and housewarmings. This includes making reservations, handling logistics and communications, and working with various internal teams.

  • Support components of the purchasing and procurement process for the Mexico office, as needed or requested. 

  • Act as the main point of contact between the WeWork team and Zillow to identify and escalate challenges.

  • 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.

  • 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).

  • Collaborate with teams like Payroll, T&E, 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.

  • Support employee engagement initiatives such as surveys, training, and feedback sessions to identify areas for improvement and enhance employee satisfaction. Manages distribution lists, summarizes information, and escalates appropriately.

  • Provide general administrative support as needed, which may include ad hoc translation.

  • Support travel arrangements including transportation, lodging, and office logistics for Zillow Group employees.

  • Communicates with external vendors and/or stakeholders as necessary.

  • Supports and manages unemployment claim requests from terminated employees. This involves checking the ServiceNow unassigned queue for new requests and manually checking specific state sites for new claim submissions. Reach out to HRBPs and Payroll as needed to gather additional information.

  • Reviews mail scan requests from the Seattle mailroom team in the ServiceNow queue and takes appropriate action, such as forwarding to other COEs or filling out forms for the ESC.

  • Listens to new voicemails received by the ESC team via ServiceNow and takes appropriate action, like completing employment verification requests or relaunching Workday access for terminated employees.

  • Supports employment verification requests received by the ESC team via ServiceNow.

  • Continues learning and taking on more ESC-related tasks, gradually becoming integrated into the queue and able to support all employees.

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 in any part of Mexico, but preferably in Mexico City, as we would encourage attendance for occasional in-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

Zillow is reimagining real estate to make it easier to unlock life’s next chapter. 

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do is helping people move from dreaming to transacting — and no matter what job you're in, you will play a critical role in making this vision a reality. 


Our efforts to streamline the real estate transaction are supported by a deep-rooted culture of innovation, our passion to redefine the employee experience, and a  fundamental commitment to Equity and Belonging. We’re also setting the standard for work experiences of the future, where our employees are supported in doing their best work and living a flexible, well-balanced life. But don’t just take our word for it. Read recent reviews on Glassdoor and recent recognition from multiple organizations, including: the 100 Best Companies to Work For in 2022 list, Glassdoor Employees’ Choice Award, honoring the Best Places to Work in 2022, Bloomberg Gender-Equality Index 2022, Human Rights Campaign (HRC) Corporate Equity Index and Best Place to Work for LGBTQ Equality 2022, and TIME 100 Most Influential Companies list.

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, and gender identity. If you have a disability or special need that requires accommodation, please contact your recruiter directly.