Community Support Specialist - eCommerce at Zwift
London, GB

Zwift is a digital destination for fitness enthusiasts that’s redefining indoor exercise. We took the boring indoor routine and game-ified it by developing an at-home training experience that connects cyclists and runners with each other around the world. We’re on a mission to make more people, more active, more often.

Launched from the sunny beaches of Long Beach, CA with offices in NYC, London, Japan and Melbourne, the Zwift community is active in 195 countries (yup - more countries than the United Nations) and growing. We’re endlessly positive, relentlessly inventive, and always looking to improve…wanna join?

About the team:

Community Support is part of the Member Experience team and 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 to resolve problems with empathy and empower Zwifters to achieve their goals. 

We interact with thousands of members per week - both sharing user-reported issues with developers and informing users of known bugs - and play an important role representing the community voice to the rest of the company to ensure we remain a community-driven organization.

Who we’re seeking:

A Community Support Lead to act as our single point of contact within Community Support for our European e-commerce business. You’ll collaborate with key stakeholders to create a best-in-class community support experience for Zwift’s online store. Ideal candidates will work well within a matrix structure in close partnership with Member Support, Merchandising, Operations, Social, and our outsourced contact center.

What you'll do:

  • Work with the business to create actionable KPIs to track success 
  • Build reporting metrics with internal and outsourced help to measure KPIs 
  • Collaborate with outsourced contact center management on contact scoring rubric 
  • Develop the training materials and plan for the contact center 
  • Report out to and solicit feedback from the Ecomm business on all performance metrics 
  • Assess and improve order flow processes for the contact center and internal teams 
  • Communicate with our customers via email, phone, and live chat as needed to resolve tier 3 escalations  
  • Monitor CRM and appropriate Slack channels for customer support issues 

What we're looking for:

  • 3-5 years relevant work experience 
  • Experience supporting B2C eCommerce business.
  • Self-motivation to deliver results, seek continuous improvement, and work independently 
  • Strong presentation skills, and excellent written and verbal communication skills
  • Own reporting and drive business reviews with senior management 
  • High attention to detail, including proven ability to document requirements and manage multiple, competing priorities simultaneously 
  • Willingness to roll up your sleeves and do whatever it takes to help your team win 

Bonus Points

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

Top Reasons Why We Think You’ll Love It Here

  • Competitive pay scale
  • Great employee fitness rewards program
  • Awesome team of diverse individuals who love what they do
  • Did we mention that we ride bikes and run at work?