Associate Specialist- Community Support
eligible United Kingdom locations · UK London Bridge · Remote · Posted Oct 9, 2026
At a glance
- Workplace
- Remote
- Location
- eligible United Kingdom locations · UK London Bridge
About the role
- 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.
Responsibilities
- 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 compatibility, and policies
- Collaborate with the appropriate Community Support teams and Business Process Outsourcing (BPO) partners to enhance the skills and capabilities of the frontline teams.
Requirements
- Proven experience handling and resolving complex customer cases
- Strong and adaptable written communication skills with a friendly, clear, and professional tone
- Deep knowledge of bikes and cycling-related hardware, paired with the ability to translate technical details into practical guidance for customers of all experience levels, helping them feel confident and supported.
- High emotional intelligence and a customer-first mindset
- Ability to work independently in a fast-paced, evolving environment
Preferred qualifications
- Experience with the Zwift platform
- Experience with indoor cycling and/or training platforms
- Experience handling customer cases via a variety of channels (email, chat, phone, forums)
- Previous role working alongside a BPO/outsourced customer service teams
Workplace
- Remote- Eligible UK Locations
Skills
- Zwift
- Troubleshooting
