German Community Support Team Lead at Zwift
London, GB

Who we’re looking for:

Are you ready to roll up your sleeves to lead a team who offers localized support? Ideal candidates will be bicultural, able to understand Zwift’s SoCal based brand and relate it to a German audience.

As team lead, you will skillfully manage competing priorities with an attention to detail. You’ll 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. Your role will be to motivate and inspire the team to constantly Level Up the service we provide. You should have a can-do, positive, infectious attitude and creative, scrappy problem solving skills.

About Zwift:

Zwift is the fitness company born from gaming, and we’re on a mission to make More People. More Active. More Often. The Zwift platform delivers an at-home training game that connects cyclists and runners in over 195 countries and counting! Launched from the sunny shores of Long Beach, California in 2014, we’ve grown to over 300 Watopians (that’s what we call our employees) and we have people in New York, Tokyo, Rio de Janeiro, and London. 

Some reasons we think you will love it here:

We are an encouraging, innovative, and passionate team. We like bikes. We like running. We also like local ice cream shops, game nights, and our "Pets of Zwift" Slack channel. You'll be surrounded by awe-inspiring people, even in your remote work setting. Although there are amazing athletes that work here; our team consists of people from all walks of life. Whether you’re a current Zwifter, at the beginning of your fitness journey, or neither one of these, there is a place for you here. Different perspectives are important, they allow us to continually grow and evolve - One Zwift for All!

Did we mention that we encourage you to workout while you work from home? Zwift, run, yoga….we’re in!

How we’re handling Covid-19:

We are beyond grateful to continue to grow as a company during this unusual time. Our #1 priority is to ensure the health, safety, and sanity of our current and future Watopians. We want to share with you what we’re doing and what you can expect.

Since March, all of our Watopians have been working remotely and will continue to do so until we know it is safe to collaborate in person again. As you go through the virtual interview process, don't be alarmed if children or pets make a guest appearance. We won't think twice if we get to meet any members of your family. If we are fortunate to welcome you to the team, we will get you all the necessary equipment, hardware, and furniture needed to get you ergonomically set up and productive at home. 

Work From Home (WFH) life can be challenging in many ways. We have and will continue to take steps that ease some of the burden for our Watopians including: 

  • Monthly stipends to help offset additional expenses incurred with WFH.
  • Access to mental health & wellness resources including headspace, unmind, and Spring Health.

We care about you as our candidate too, so let your Talent Engagement Partner know if there’s anything we can do to make your interview process go more smoothly. We are in this together and always looking for ways to enhance our new interview experience.

What you’ll do:

  • Oversee CS Team Bilingual Specialists to efficiently, effectively, and expeditiously solve support needs.
  • Be responsible for and report on KPIs and SLAs for bilingual groups
  • Identify trends in member pain-points and recommend solutions to Level Up our service
  • Handle escalated customer support in German 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
  • Regularly meet to find personalized ways to elevate each teammate to be their best so they can support our community.
  • Be on-call for production incidents and help coordinate public messaging
  • Report trends to HQ counterparts and stay up to date on new releases
  • Help vet German translations of self-help articles
  • Become a Zwift meister (yes, riding or running at work is part of your job)

You have these skills & experiences:

  • 2 - 3 years of community, support, or customer service experience
  • Experience leading a Remote Team
  • 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
  • Live chat and/or phone support experience
  • Online gaming experience (MMOs)
  • Cycling, running, and/or indoor training knowledge

How to stand out among the rest:

Your resume is enough to show off your skills, accomplishments and experience. However, if you choose to include a cover letter introducing us to your awesome personality, we will read that too. 

Values:

Of course we are nothing without our values. Our values ground us. They ensure we run and build a company where people love to work, feel like they are welcomed, included, and belong.  Only then can they thrive and do their best work.  The values we strive to live every day are:

  • Make It Fun 
  • Elevate Teammates 
  • Cultivate Our Community
  • Always Level Up 
  • One Zwift for All