Associate Specialist, Zwift

• Experience administering Community Support channels (email, chat, voice, IVR, etc)
• Works autonomously, but uses judgment to escalate appropriately, as needed, to complete objectives
• Strategic problem-solving for complex problems
• Develops relationships with teammates across multiple CS specializations
• Communicates updates to 3rd Party vendors following established processes
• Experience applying technology solutions for Contact Center Operations, CX, and reporting/metrics

Desirable

• The Specialist - Community Support Systems role is reserved for those team members who are able to work independently on assigned tasks with minimal review within the Community Support technology stack
• You build effective relationships to complete work diligently and can decipher customer problems and identify & implement effective systematic solutions within the Community Support technology stack
• You are an accountable, highly motivated, and problem-solving individual, who will work in the best interests of our Community & Zwift, balancing cost and quality
• Liaise with the Sr. Specialists, offering frontline support for our Community Support Systems (specifically Kustomer)
• Partner closely with internal customers to solve system concerns
• Escalate to 3rd Party vendors as necessary to ensure ongoing Zwift CS operations
• Assist in the implementation of Zwift’s Community Support AI strategy
• Complete assigned deliverables in a timely manner
• Become the subject-matter expert in CS Systems

• 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