Associate Specialist – Community Support

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the primary representative for intricate troubleshooting inquiries related to Zwift products.

• Take ownership of customer concerns and effectively direct customers towards solutions.

• Set a standard by achieving support KPIs and ensuring high quality, efficiency, and minimal customer effort.

• Recognize recurring issues and patterns.

• Recommend enhancements to processes or products to Community Support specialists.

• Serve as a subject-matter expert on Zwift software, subscriptions, hardware compatibility, and related policies.

• Partner with Community Support teams and BPO associates to improve the skills and capabilities of the frontline team.

⛳️ Requirements

• Demonstrated experience in managing and resolving complex customer cases.

• Strong and versatile written communication abilities with a friendly, clear, and professional demeanor.

• Extensive knowledge of bicycles and cycling-related hardware.

• Capability to convert technical information into practical advice for customers of all expertise levels.

• High emotional intelligence and a customer-centric approach.

• Ability to work autonomously in a fast-paced, dynamic environment.

• Familiarity with the Zwift platform (preferred).

• Experience with indoor cycling and/or training platforms (preferred).

• Background in managing customer cases through email, chat, phone, and forums (preferred).

• Prior experience collaborating with a BPO/outsourced customer service team (preferred).

• Disclosure or citation of AI tool usage during interviews is required; failure to disclose will disqualify candidacy.

🏝️ Benefits

• Equal Opportunity Employer.

• Disability or special-needs accommodations available.

• An optional cover letter may be submitted and will be considered during the review.