[Hiring] Associate Specialist - Community Support @Zwift

Role Description

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.

• 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.
• Collaborate with the appropriate Community Support teams and Business Process Outsourcing (BPO) partners to enhance the skills and capabilities of the frontline teams.

Qualifications

• 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.

Requirements

• Experience with the Zwift platform (bonus points).
• Experience with indoor cycling and/or training platforms (bonus points).
• Experience handling customer cases via a variety of channels (email, chat, phone, forums) (bonus points).
• Previous role working alongside a BPO/outsourced customer service teams (bonus points).

Benefits

• If Zwift determines in any stage of our interviews that any AI tools are being used without disclosure or citation, your candidacy will be disqualified.

Company Description

Zwift is proud to be an Equal Opportunity Employer. We strongly believe that different backgrounds and ideas are a competitive advantage; we hire candidates of any race, color, ancestry, religion, sex, national origin, sexual orientation, gender identity, age, marital or family status, disability, Veteran status, and any other status. If you have a disability or special need that requires accommodation, please let us know by emailing [email protected].