Community Support Associate

Job Summary

Working remotely, the Associate Specialist - Community Support will independently manage complex troubleshooting issues for customers while building rapport and enhancing the customer experience through effective communication and problem-solving skills.

Key responsibilities

• Serve as the frontline representative for complex troubleshooting contacts related to Zwift products, guiding customers to solutions
• Achieve support KPIs by setting high standards for quality, efficiency, and customer experience
• Identify recurring issues and trends, proactively suggesting process or product improvements to the Community Support team

Required qualifications

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