Remote Senior Community Support Specialist

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

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.