Zillow has hired experienced customer support expert JR Gast to lead the new Client Experience and Account Management Team as director of client experience and account management. Gast brings nearly 15 years of customer support experience to Zillow. Prior to joining Zillow, Gast served as a senior director of global support for online music service Rhapsody, helping 2 million customers across 35 countries.
"We are developing a new, world class customer support experience," said Greg Schwartz, Zillow chief revenue officer. "Real estate professionals have very different needs than the consumers who use Zillow, and they need a dedicated team of people who can quickly resolve any issues that may arise. Under JR's experienced leadership, this team is streamlining the customer experience and taking customer support at Zillow to a new level."
In addition to providing customer support to agents and brokers, the new team has a specialized group of support specialists who will focus on direct feeds, including multiple listing services and brokerage feeds, as well as the new Zillow Data Dashboard. Now, customer support will be available to industry professionals seven days a week.
"I'm very excited to be building this world class support team from the ground up," said Gast. "Real estate pros are critical to Zillow's success, and my team will ensure that the services we are providing them are working flawlessly. I'm looking forward to making the customer support experience as seamless as possible."