Community Support Agent at Zwift
Melbourne, AU

Why Zwift:

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:

We’re expanding our tier 3 support in Australia to follow the sun and provide responsive resolutions 24/7. We’re looking for a highly motivated self-starter, comfortable working as part of a remote team. Ideal candidates will possess a keen sense of empathy and attention to detail. You should be a skilled communicator who can simplify technical concepts, sniff out trends, solve problems, and provide a smooth experience for our community members no matter what problems or questions they have.

You’ll work closely with other Community Support 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.

In addition to our support platforms, you’ll participate in the community via our forums and Facebook, and represent Zwift at real-world events. The occasional road trip may be required.

What you’ll do:

  • Deliver consistent member support via email, live chat, and phone in fun, easy-to-digest language
  • Develop and maintain strong relationships with local and international counterparts, oftentimes in different time zones
  • Act as a tier 3 escalation point for our outsourced support team during HQ off-hours 
  • Be on-call for production incidents and help coordinate public messaging
  • Report trends to HQ counterparts and stay up to date on new releases
  • Have fun and become an engaged member of the Zwift community

What we’re looking for:

  • 2 - 3 years of community, support, or customer service experience
  • Skilled multitasker with live chat and/or phone support experience
  • Excellent interpersonal, writing, and verbal communication skills
  • Experience with technical support and troubleshooting
  • A proactive mindset focused on making life easy for others
  • A passion for learning and a solid grasp of technology (PC, Mac, iOS, and Android software and hardware), bikes, and/or running
  • A collaborative team player that takes initiative and pride in their work
  • 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 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?