Zwift
We’re on a mission to make more people, more active, more often.
Long Beach, CA

Community Support, Team Lead at Zwift

| Greater LA Area
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Who we are:

We are the fitness company born from gaming. And we’re on a mission to make more people, more active, more often. We make an at home training game that connects cyclists and runners with each other around the world. Launched from the sunny beaches of Long Beach, CA., the Zwift community is active in 195 countries and growing. We’re endlessly positive, relentlessly inventive, and always looking to improve. Sound interesting?

Who we’re seeking:

Community Support is key to supporting the Zwift mission so we’re looking for someone who has a relentless passion for helping others. The CS Team Lead will support the Team Manager by supervising and assisting with day-to-day tasks needed to meet the team KPIs. They will be the main point-of-contact for our Tier 3 specialists. If you are an enthusiastic leader, who can motivate and inspire a team on-site, in service to Tier 1 & Tier 2 off-site agents, to deliver an exceptional member experience then we want you.

What you’ll do:

  • Manage Kustomer Tier 3 queues, assigning conversations, managing resolve times, tracking metrics, and generating reports showing the health of our group.
  • Support Tier 3 Specialists to efficiently, effectively, and expeditiously solve escalated support needs.
  • Ensure information from ZHQ is shared with our Tier 1 & 2 agents in all locations, to minimize escalated cases.
  • Identify appropriate situations and work with other groups for outreach to customers, in bulk, when large support issues are resolved.
  • Consolidate feedback and feature requests to present to relevant teams.
  • Coordinate team member responsibilities and workloads for optimal productivity.
  • Mentor, train, coach and inspire CS Team Agents to be at their best.
  • Maintain the task lists, and other administrative tools, to support our team.
  • Handle ad hoc request for information from within our outside the department.
  • Escalate issues to CS leadership team when additional support is needed.
  • Process consumer conversations to model Zwift support

What to bring:

  • 3+ years customer service experience 
  • Experience overseeing and leading others to meet goals and metrics
  • Close attention to detail with strong interpersonal and written communication skills
  • A leadership style that exudes a sense of calm in the face of chaos and a sense of urgency when volume is down.
  • A positive, can-do attitude and a relentless passion for results.
  • Team player with an ability to work well independently and remotely at times
  • Ability to adapt and learn quickly (we’re constantly putting learning into practice)

Bonus Points:

  • Active Zwift community member
  • Experience administrating Discourse or other comparable forum software
  • Cycling, running and/or indoor training equipment knowledge

Top Five Reasons Why We Think You’ll Love It Here:

  • Great employee bike program
  • Amazing office location on the 19th floor with a killer view
  • Full benefits package
  • Awesome team of diverse individuals who love what they do
  • Did we mention that we ride bikes and run at work?

Zwift, Inc. is an Equal Opportunity Employer.

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Where we are

Zwift is working from home to ensure the safety of our employees. We are hiring remotely. We have beautiful offices for when it's safe to collaborate.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • iosLanguages
    • androidLanguages
    • AngularJSFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • ReactFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • WordpressCMS
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What are Zwift Perks + Benefits

Zwift Benefits Overview

Zwift has perks that align to the well-being of the each member of the team, from fitness industry perks and an in-home equipment allowance, to benefits and programs that support modern families and wellness.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Retirement & Stock Options Benefits
401(K)
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Acme Co. also provides 12 weeks of leave for the secondary caretaker.
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Our employees receive 40 hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Recreational Clubs
Relocation Assistance
Relocation assistance for qualifying job openings.
Fitness Subsidies
Reimbursement for qualifying fitness events (marathons, triathlons, etc), Zwift membership, and more!
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Online course subscriptions available
Customized development tracks

An Insider's view of Zwift

What projects are you most excited about?

I’m super excited about all the game integrated features we’ll be releasing to the website. The ability to see all the rides I’ve gone on, share them with friends, and give people ride ons!

Jason

Senior Software Engineer

How do your team's ideas influence the company's direction?

Captivating your audience requires creative technology, which pushes the envelope. With the reward comes risks, and at Zwift our QA team partners with the creatives and development teams to mitigate these risks while keeping the creative vision alive

Brittany

Director of QA

Jobs at Zwift
14

All Jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
Operations
Product
Project Mgmt
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Product Manager, Hardware Integrations

Zwift
Remote
5 days ago
+47
About the role: Product management at Zwift is a cross-functional, hands-on role.   This role will own the hardware integrations roadmap with the objective of translating hardware outputs into immersive, gamified experiences in Zwift. You will engage with our hardware partners and work collaboratively with game designers, engineers, program managers, analytics and marketing. The ideal candidate requires excellent communication skills to build

VP Product Design & UX

Zwift
Greater LA Area
1 week ago
+47
Who we are: We are the fitness company born from gaming. And we’re on a mission to make more people, more active, more often. We make an at home training game that connects cyclists and runners with each other around the world. Launched from the sunny beaches of Long Beach, CA., the Zwift community is active in 195 countries and growing. We’re endlessly positive, relentlessly inventive, and always looking to improve. Sound interesting? Descripti

System Analyst, Community Support

Zwift
Greater LA Area
1 week ago
+47
Demonstrate mastery of the voice and data technologies - and - full grasp of the business needs to implement solutions which provide a high level of quality and efficiency for our department. Perform design, configuration, implementation and maintenance tasks required to optimize the application to best serve the needs of the internal department and ultimately the client community. Implement best practices for scalability, supportability, ease of maintenance, and system performance. Serve as initial point of contact for identifying, troubleshooting, and quickly resolving any service issues with our tools. Analyzes data, identifies root cause, and determines a corrective course of action to prevent issues from occurring again. Works closely with internal customers to coordinate and implement changes. Liaise with the Zwift IT team to comply and align with organizational tools, which maintain and protect our community and company.

BPO Vendor Manager

Zwift
Remote
1 week ago
+47
Responsible for overseeing the day-to-day performance of outsourced operations for Community Support, ensuring overall quality levels are being delivered. Build and maintain strong relationships with internal and external stakeholders to properly manage expectations on performance, business requirements and overall service delivery, holding vendors accountable for overall performance execution. Establish and solidify business plans and roadmaps as it pertains to recruiting, hiring, training and product knowledge management (vendor management governance). Act as a central point of communication to disseminate all information necessary for vendor to meet servicing needs in all languages and in all centers. Oversee team of employees who will serve as subject matter experts on complex product and service requests, which are unable to be handled by vendor.

Lead Level Designer

Zwift
Greater LA Area
2 weeks ago
+47
You are a talented Lead Level Designer who will create AAA gameplay experiences for the world’s most immersive virtual cycling and running platform. You will have deep experience creating levels for top tier action games (preferably racing, running, or other types of persistent movement gameplay for console & PC). You will have experience with diverse controller and hardware systems, a finely tuned sense of responsive and rewarding interactions, and a strong aptitude for both learning and leading. 

Principal Systems Designer

Zwift
Greater LA Area
2 weeks ago
+47
Design, balance and maintain tuning of the game economy and points & progression ecosystem. Advise and partner with the Game Directors to ensure optimal experience and rewards ramping across all features and systems. Collaborate with product managers, producers, engineers and other designers to ensure that each new feature and initiative maps effectively into the broader game ecosystem. Create clear, actionable design docs & presentations; incorporate insights from peer disciplines. Own system design reviews, iteration process, and presentations to leadership; call out risks and incorporate feedback .

Director, Game Engineering

Zwift
Remote
2 weeks ago
+47
We are looking for a Director of Engineering for our Game Subscription team. You'll be responsible for managing the engineers and front-line managers on the Game Subscription product teams. Reporting directly to the VP of Engineering, you’ll manage multiple engineering managers and ensure they and their teams are successful - measured by continual improvement and overall delivery of business needs. You’ll help cascade best practices for the engineering organization to your teams, as well as look for opportunities for your teams to incubate ideas, find learnings, and share with the broader organization.

Senior Manager, Insights & Analytics

Zwift
Greater LA Area
2 weeks ago
+47
Promote data-driven decision making throughout the organization by collaborating with cross-functional partners in product, engineering, strategy, CRM and marketing. Be an analytics translator: identifying business problems that analytics can help solve, guiding technical teams in the creation of analytics-driven solutions to these problems, and embedding these solutions into business operations. Deliver actionable insights and recommendations, and build trusted relationships with key stakeholders to ensure that these insights are acted upon. Partner with product management and engineering teams to define success metrics and provide analysis on the performance of new product launches and feature enhancements. Drive adoption of data, governance and analytics best practices, in pursuit of world-class excellence in analytics. Prioritize your work, and that of your team, to balance delivery of proactive and actionable insights with a timely turnaround on ad hoc requests that support key company initiatives. Be a leader as well as a team player, willing to roll up your sleeves and do whatever it takes to make your projects a success.

Senior Full Stack Software Engineer

Zwift
Greater LA Area
3 weeks ago
+47
As a Senior Full Stack Software Engineer, you will be working together with the web, payments, and support teams to build and maintain our customer experiences around our shop, maintaining subscriptions, building our main web destination, and/or supporting customer's needs on Zwift. You will collaborate in cross-functional teams including teammates from our engineering, product, design, operations, and support disciplines. We are looking for someone comfortable in this highly collaborative environment, working with ambiguity, and being an agent of change to help build a world-class experience for our customers. As a Senior Engineer on the team, you will be expected to help mentor the other engineers on your team and help the team make sound technical decisions. You will be measured not only by what you can do but how you make everyone else around you more productive.

QA Manager

Zwift
Greater LA Area
3 weeks ago
+47
An experienced Quality Assurance (QA) Manager to join who will be entrusted with managing and building a team of skilled QA Analysts and Testers. Working from our headquarters in Long Beach, CA, you will apply creative testing methodologies that straddle both hardware and software development. You will strategically organize your QA team to offer the best coverage while also maintaining close relationships with our Software and Hardware Engineers, Product Managers, Program Managers, Release Engineers, Customer Support, and Tools teams. You are intrinsically motivated to listen and deliver high quality experiences to our community of users, otherwise known as Zwifters! 

Senior Mobile Developer (iOS and Android)

Zwift
Greater LA Area
3 weeks ago
+47
We are looking for a developer who is proficient in both iOS and Android to help develop and maintain our Zwift Companion app. Your primary focus will be on its development and integration with back-end services and our game application. You will work with other engineers on different layers of the infrastructure.

Producer, Game Subscription

Zwift
Greater LA Area
3 weeks ago
+47
Manage the work systems that deliver the core Zwift video game experience to customers in-game as well as its mobile companion app and web presence. Run point on portfolio initiatives in partnership with Product Management for teams that deliver against all key areas of the subscription product. Build and maintain relationships with internal development teams and stakeholders involved in delivering our community and events roadmap, keeping all parties accountable to delivery timelines and schedules. Steward development process for teams using applied expertise in agile, lean approaches to planning and projection. Serve as a primary conduit for team-level communications and planning across our Long Beach, Rio, and London offices. Own team-level development process artifacts and events across a variety of tools including JIRA and Monday.com.

Sr. Game Engineer

Zwift
Remote
3 weeks ago
+47
Implement player facing features that ship on a regular basis, including player code, AI, UI, and Sound. You would be working on a custom engine by using C and C++.

Architect, Web

Zwift
Remote
3 weeks ago
+47
Provide technical leadership and mentorship to software development teams. Provide architecture, design and implementation expertise of consumer facing web site products with enterprise integration. Work closely within tight-knit cross-functional teams to build high traffic, responsive, mobile first properties that deliver a great experience globally. Determine technical dependencies and deliver detailed technical designs to stakeholders and fellow engineers. Optimize web application components for maximum performance. Work with engineering and product managers to scope and plan projects.