Associate Specialist Community Support Systems

Zwift; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading fitness software company is seeking a Community Support Specialist to provide autonomous support for their Community Support Systems. This role involves partnering closely with internal teams, escalating issues to third-party vendors, and assisting in the implementation of AI strategies. Candidates should possess experience in Community Support channels and strategic problem-solving abilities. The position is remote, which allows flexibility for applicants within the UK.

Qualifications

• Proven experience in Community Support operations.
• Ability to work independently with minimal supervision.
• Strong problem-solving skills for complex situations.

Responsibilities

• Liaise with Sr. Specialists for Community Support Systems support.
• Collaborate with internal customers to resolve system issues.
• Assist in the implementation of Community Support AI strategy.
• Become the subject-matter expert in Community Support Systems.

Skills

Experience administering Community Support channels

Works autonomously

Strategic problem-solving

Relationship development

Communication with vendors

Technology solutions for Contact Center

Tools

Kustomer

Job description

Seniority Level

Associate

Location

Remote - eligible United Kingdom locations

About the role and you

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.

What you’ll do

• 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.

What we’re looking for

• 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.

Bonus points

• Experience with Kustomer platform.
• Familiarity with the Effortless Experience.

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.

#LI-Remote

How to stand out among the rest

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.

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 (placeholder).

Zwift Inc. is an Equal Opportunity Employer.

Required Experience

IC

Employment Type

Full Time

Experience

years

Vacancy

1