Community Support Specialist - Marketing at Zwift
Long Beach, CA, US

You’ll participate in weekly planning sessions with the Marketing and Communications Managers as a game and CS subject matter expert, flagging up any concerns and offering advice to overcome them. You’ll design support plans, develop collateral to communicate to the CS team, and assist in the management of campaigns.

On the CS team, as a Tier 3 Agent, you will serve as a subject matter expert for Marketing and Communications campaigns by designing appropriate solutions and responses when issues arise, and tracking metrics to feed into campaign retrospectives.

What you’ll do:

  • Develop a mastery of Zwift in order to provide Tier 3 customer support
  • Serve as the liaison between Marketing and CS acting as the voice of our members to help create and adjust policies that ensure a positive experience for all
  • Work with Marketing and Communications Managers to identify possible issues before projects are launched in order to create a smooth member experience and decrease unnecessary support load
  • Create and maintain effective campaign reference material for CS team
  • Proactively monitor CS noise relating to campaigns and work with Marketing and Communications to devise solutions
  • Work with content creation team to ensure member-facing resources launch with campaigns, e.g. Community Blog Posts, Forum Posts, etc.
  • Answer Marketing questions in the relevant Slack channels
  • Develop a playbook for social and community moderators to answer member questions on social, and in the forums (you will occasionally moderate as required)
  • Track metrics and qualitative feedback for retrospective reports

What we’re looking for:

  • 2 - 3 years of community, support, or customer service experience
  • Excellent interpersonal, writing, and verbal communication skills
  • Experience with technical support and troubleshooting
  • A skilled diplomat - you can tell a user they need to spend $500, and they’ll thank you
  • A passion for learning and a solid grasp of technology (PC, Mac, iOS, and Android software and hardware), bikes, and/or running
  • Collaborative team player that takes initiative
  • Cognitive empathy when engaging our community
  • Ability to adapt and innovate quickly
  • Willingness to work long hours and weekends when needed

Bonus Points

  • Experience with CRM software (Zendesk, Kustomer, etc), Confluence, and JIRA
  • Online gaming experience (MMOs)
  • Cycling, running, and/or indoor training knowledge

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

  • Competitive pay scale
  • Great Employee Fitness Program… earn a bike!
  • Awesome team of diverse individuals who love what they do
  • Did we mention that we ride bikes and run at work?