Associate Specialist- Community Support
Remote- Eligible UK locationsFull-Time
Salary not disclosed
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Job Details
- Required Skills
- Customer serviceWritten communicationTroubleshooting
Requirements
- 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
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.
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