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- Tasks: Help customers troubleshoot Zwift products and provide top-notch support.
- Company: Join a dynamic team at Zwift, a leader in cycling technology.
- Benefits: Remote work, competitive pay, and opportunities for personal growth.
- Other info: Be part of an inclusive team that values diverse backgrounds.
- Why this job: Make a real difference by supporting fellow cycling enthusiasts.
- Qualifications: Experience in customer service and a passion for cycling.
The predicted salary is between 30000 - 40000 £ per year.
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.
- 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.
How to stand out among the rest:
Your resume/CV is enough to show off your skills, accomplishments, and experience. However, if you choose to include a cover letter introducing us to your awesome personality, we will read that too. 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 careers@zwift.com.
Associate Specialist- Community Support employer: Zwift
Contact Detail:
Zwift Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Associate Specialist- Community Support
✨Tip Number 1
Get to know the company inside out! Dive into Zwift's products and community. The more you understand their offerings, the better you'll be at connecting with customers and solving their issues.
✨Tip Number 2
Practice your communication skills! Since this role is all about building rapport, try role-playing different customer scenarios with friends or family. This will help you adapt your style and keep it friendly and professional.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you resolved complex issues. Be ready to share these during interviews to demonstrate your capability.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace Associate Specialist- Community Support
Some tips for your application 🫡
Show Off Your Communication Skills: Since the role requires strong written communication, make sure your application reflects that. Use a friendly and professional tone, and adapt your style to showcase how you can connect with customers effectively.
Tailor Your CV to the Role: Highlight your experience with complex customer cases and any relevant knowledge of cycling or Zwift products. We want to see how your background aligns with what we’re looking for, so don’t be shy about showcasing your skills!
Include a Cover Letter (If You Want): While your CV is key, a cover letter can give us a glimpse of your personality. If you choose to write one, let it reflect your passion for customer support and your understanding of the cycling world. We love seeing that enthusiasm!
Apply Through Our Website: To make sure your application gets to us directly, apply through our website. It’s the best way to ensure we see your amazing skills and experience right away. Plus, it’s super easy!
How to prepare for a job interview at Zwift
✨Know Your Stuff
Make sure you have a solid understanding of Zwift products and cycling-related hardware. Brush up on technical details so you can confidently translate them into practical guidance for customers. This will show your passion and expertise during the interview.
✨Show Off Your Communication Skills
Since this role requires strong written communication, practice articulating your thoughts clearly and professionally. Use friendly language and adapt your style to suit different scenarios. You might even want to prepare examples of how you've successfully communicated with customers in the past.
✨Demonstrate Your Problem-Solving Skills
Be ready to discuss complex customer cases you've handled before. Think about specific examples where you identified recurring issues and suggested improvements. This will highlight your analytical skills and customer-first mindset, which are crucial for the role.
✨Emphasise Your Independence
This position is highly autonomous, so be prepared to talk about your experience working independently in fast-paced environments. Share examples of how you've managed your time and prioritised tasks effectively, showcasing your ability to thrive without constant supervision.