Associate Specialist- Community Support

Zwift; United States; Remote; USD 37,000 - 48,000; Full time

Job summary

Zwift is seeking an Associate Specialist - Community Support to autonomously resolve complex customer issues while building rapport with users. You will guide customers through troubleshooting, owning the case from start to finish, and representing Zwift across multiple channels.

You’ll be a subject-matter expert on Zwift software, subscriptions, hardware compatibility, and policies, collaborating with global teams to raise the bar on support quality while maintaining a customer-first mindset in

Qualifications

• Proven experience handling and resolving complex customer cases.
• Strong written communication with friendly, professional tone.
• Deep knowledge of bikes and cycling-related hardware.
• High emotional intelligence and customer-first mindset.
• Ability to work independently in a fast-paced environment.

Responsibilities

• 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.

Skills

Customer support

Troubleshooting

Written communication

Independent worker

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

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.