Associate Community Support Specialist, Zwift

• The Associate Specialist - Community Support is a highly autonomous role, requiring you to independently manage and resolve complex troubleshooting issues for our customers
• You excel at building rapport with both customers and colleagues by skillfully adapting your communication style to maximize the effectiveness of every interaction
• Your inherent curiosity and customer-centric approach drive you to not only find the right solution for every problem but also to develop a deep, detailed understanding of all Zwift products
• Proven experience handling and resolving complex customer cases
• Strong and adaptable written communication skills with a friendly, clear, and professional tone
• Deep knowledge of bikes and cycling-related hardware, paired with the ability to translate technical details into practical guidance for customers of all experience levels, helping them feel confident and supported
• High emotional intelligence and a customer-first mindset
• Ability to work independently in a fast-paced, evolving environment

Desirable

• Be the frontline representative for complex troubleshooting contacts relating to Zwift products, owning customer issues and efficiently guiding customers to a solution
• Lead by example in achieving support KPIs, setting a high bar for quality, efficiency, and a low effort customer experience across the team
• Identify recurring issues and trends, and proactively suggest process or product improvements to the Community Support specialists
• Act as a subject-matter expert on Zwift software, subscriptions, hardware compatibility, and policies, subscriptions, hardware compatibility, and policies
• Collaborate with the appropriate Community Support teams and Business Process Outsourcing (BPO) partners to enhance the skills and capabilities of the frontline teams

• Your resume/CV is enough to show off your skills, accomplishments, and experience. However, if you choose to include a cover letter introducing us to your awesome personality, we will read that too