#LI-AM1

Seniority Level: Mid

Location: Remote

About the role and about You:

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

We interact with thousands of members per week, tracking the issues, and play a meaningful role representing the voice of the community to the rest of the company to ensure we remain a community-driven organization.

You will thoughtfully manage competing priorities with an attention to detail. You’ll 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 our community members no matter what problems or questions they have.

You’ll work closely with other CS Team agents and internal teams to turn problems into solutions and communicate upcoming changes back to the community. You should have a can-do, positive, infectious attitude, and creative, scrappy problem solving skills.

What you’ll do: 

• Develop a mastery of Zwift in order to provide advanced or complex member support
• Serve as a liaison between Marketing and CS acting as the voice of our members, helping create and adjust policies that ensure a positive experience for all 
• Promote an environment of continuous improvement through collaboration with the Product, Design, Marketing, and Communications teams. Monitor and identify issues both pre & post campaign launch, ultimately decreasing support load, and driving a positive member experience.
• Gather relevant and necessary information to ensure CS is prepared to successfully support all in-game events
• Partner with the following areas in CS to ensure member-facing resources launch with campaigns, e.g. FAQ’s, support articles, community blog posts, forum posts, etc:
• BPO partners
• Learning & Development
• Technical Writers 
• Forum Manager 
• Data & Systems readiness
• Develop communication for our BPO partners and community managers (forums) to answer member questions 
• Work with internal CRM team to compile data for mass customer communications
• Regularly engage our members in the forum
• Track metrics and qualitative feedback for retrospective reports 

What we’re looking for: 

• A demonstrated ability to build effective cross-functional relationships as this role will work closely with peers in our CS Team and BPO partners as well as our partners in Marketing, Content Programming, Product, Localization, and CRM teams 
• Prioritizes and can successfully bring projects to completion while meeting deadlines 
• Strong skills in written and verbal communication
• Critical thinking & problem solving skills  
• Project management experience
• The ability to work independently while also asking for assistance and guidance when needed

Bonus points: 

• Familiarity and experience with Zwift the game or cycling, running, and/or indoor training knowledge
• Experience working in Kustomer, or similar Contact Management system, in a Community Support capacity
• Experience working with and extracting relevant data from project briefs