Associate Specialist- Community Support

Zwift; Greater London; Remote; GBP 28,000 - 42,000; Full time

Job summary

Zwift in the United Kingdom offers an Associate Specialist - Community Support role focused on autonomously managing and resolving complex customer issues. You will build rapport, guide customers to solutions, and become a subject-matter expert on Zwift software, subscriptions, and hardware compatibility.

This remote-eligible position emphasizes KPI delivery, process improvements, and collaboration with BPO partners to strengthen frontline teams while ensuring a high-quality, low-effort customer

Qualifications

• Proven experience handling and resolving complex customer cases.
• Strong written communication with a friendly, clear, professional tone.
• Knowledge of cycling hardware and Zwift products is a plus.

Responsibilities

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

Skills

Strong written communication

Customer-focused mindset

Independent work

Emotional intelligence

Cycling hardware knowledge

Tools

CRM systems

Multichannel support

Job description

About the role and about You:

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, 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.

Location:

Remote- Eligible UK Locations

What you'll do:

• 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.

What we're looking for:

• 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

Bonus points:

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

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.

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. Zwift is proud to be an Equal Opportunity Employer. If you have a disability or special need that requires accommodation, please let us know by emailing [e-mail].

Zwift, Inc. is an Equal Opportunity Employer.