Remote Community Support Specialist-Complex Troubleshooter

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

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