Seniority Level: Associate

Location: London, UK (Remote)

About the role and about You:

The Community Support team at Zwift work directly with our members delivering an authentic support experience that is human, straight-forward, and as effortless as possible. We interact with members from around the globe by email, live chat and phone, resolving problems with empathy, while offering guidance that empowers our members to achieve their goals and get the most out of Zwift.

For this role, we are seeking an individual fluent in both written and spoken English and German. The ideal candidate will excel in collaboration, working closely with our front-line support teams, the wider Community Support team, and stakeholders from across the business. You’ll be customer obsessed, relentlessly curious, and able to turn problems into solutions. You’ll have a positive approach to all you do, with a can-do attitude and the drive to focus on progress over perfection.

You will thoughtfully manage competing priorities with attention to detail, be a skilled communicator and advocate for the community, who can simplify technical concepts, sniff out trends, solve problems and provide a smooth and effortless experience for internal and external customers.

If you’re passionate about being part of a diverse, inclusive community for our members and delivering on our mission of More People, More Active, More Often, then Zwift is for you.

What you’ll do: 

• Become the expert on all things Zwift, leading the way in understanding our products, services, and subscriptions.
• Communicate with members through all available channels at Zwift, including email, chat, phone, and forums.
• Deliver an effortless customer experience to our Zwift community when they reach out for support via chat, phone and email.
• As a language specialist, assist in conducting QA assessments on our partner sites to ensure high-quality work both internally and externally.
• Ensure our Community Support colleagues have all available up to date information to be able to support our members when they reach out for support.
• Be the voice of the Community in relation to their experience with our hardware and Zwift app, creating and influencing policy and process to drive a positive effortless experience.
• Track metrics and qualitative feedback from retrospective reports to drive improvements.
• Collaborate with teams around Zwift to promote an environment of continuous improvement, communicating member pain points and influencing priorities for change.
• Become a valued and engaged member of our team, actively participating in our virtual team environment and collaborating with front-line support, the wider Community Support team, and stakeholders across the business.
• Remote or Blended Work: Exhibit strong time management, consider global dynamics, communicate emerging issues effectively, and maintain a distraction-free work environment.

What we’re looking for:

• The ideal candidate is experienced and skilled in handling customer inquiries with a positive attitude, resolving issues effectively, and prioritizing the customer’s needs in every decision.
• Fluency in German and English: Strong written and verbal communication skills in both languages.
• Ability to Work Independently: Demonstrated self-motivation and responsibility to manage tasks, make decisions, and solve problems with minimal supervision. Comfortable setting priorities, meeting deadlines, and adapting to changing priorities.
• Excellent proactive problem solving skills, focused on continuous improvement.
• Excellent attention to detail, with a proven ability to adhere to processes and procedures while investigating new issues.
• Ability to implement data-driven changes by effectively influencing and collaborating with cross-functional teams.
• Can handle tasks with confidence, but also understand how important it is to work together with the team to achieve great results.
• Willing to dive in and do whatever it takes to support your team during times of change, viewing these moments as opportunities to grow, contribute to the future, and continuously learn and adapt.

Bonus Points

• Experience working with a BPO (Business Process Outsourcing) is valuable, as it means you understand managing outsourced services, working with clients and vendors, and adapting to different processes.
• Experience with CRM software like Kustomer, Shopify for e-commerce management, and JIRA for project tracking and collaboration.
• Cycling, running, or indoor training knowledge would be a plus, but don’t worry if you’re not an expert yet—your enthusiasm to learn and dive into the Zwift experience is what counts!

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