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

You must be based in Mexico City (CDMX) and able to work from the office as needed - at least once per month.

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.