Associate Specialist- Community Support

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
• 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