Associate Specialist- Community Support

Zwift; United Kingdom; Remote; GBP 28,000 - 38,000; Full time

Job summary

Zwift is seeking an Associate Specialist in Community Support with a strong focus on resolving complex customer issues and an in-depth understanding of cycling hardware. You will build rapport with customers and colleagues while guiding them to effective solutions, independent of direct supervision.

You’ll leverage your communication skills across channels and collaborate with global teams to continuously improve support quality and processes.

Qualifications

• Proven experience handling and resolving complex customer cases.
• Strong and adaptable written communication with a friendly, clear tone.
• Deep knowledge of bikes and cycling hardware, able to translate tech details for all levels.

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, ensuring high quality, efficient, low-effort customer experiences.
• 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 Community Support teams and BPO partners to enhance frontline teams' skills.

Skills

Complex case handling

Written communication

Cycling hardware knowledge

Independent work

Customer empathy

Job description

Location: Remote- Eligible UK Locations

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.

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

I f 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.