Seniority Level: Associate

Location: Remote - eligible United Kingdom locations

About the role and about You:

The Specialist - Community Support Systems role is reserved for those team members who are able to work independently on assigned tasks with minimal review within the Community Support technology stack. You build effective relationships to complete work diligently and can decipher customer problems and identify & implement effective systematic solutions within the Community Support technology stack. You are an accountable, highly motivated, and problem-solving individual, who will work in the best interests of our Community & Zwift, balancing cost and quality.

What you’ll do: 

• Liaise with the Sr. Specialists, offering frontline support for our Community Support Systems (specifically Kustomer).
• Partner closely with internal customers to solve system concerns.
• Escalate to 3rd Party vendors as necessary to ensure ongoing Zwift CS operations.
• Assist in the implementation of Zwift’s Community Support AI strategy.
• Complete assigned deliverables in a timely manner.
• Become the subject-matter expert in CS Systems.

What we’re looking for:

• Experience administering Community Support channels (email, chat, voice, IVR, etc).
• Works autonomously, but uses judgment to escalate appropriately, as needed, to complete objectives.
• Strategic problem-solving for complex problems.
• Develops relationships with teammates across multiple CS specializations.  
• Communicates updates to 3rd Party vendors following established processes.
• Experience applying technology solutions for Contact Center Operations, CX, and reporting/metrics.

 

Bonus Points

• Experience with Kustomer platform.
• Familiarity with the Effortless Experience.

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.

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