Associate Specialist- Community Support

Job description

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, subscriptions, hardware compatib...