Director Community Support Operations
Director Community Support Operations
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$ 122500 - 195000
1 Vacancy
Job Description
Seniority Level: Director
Location: Remote eligible US locations
About the role and about You:
The Director of Community Support Operations will grow and lead a global team who delivers a seamless and effortless support experience which delights our Zwifters. We are looking for an innovative leader who has run worldclass support organizations primarily using written channels and can motivate and inspire a rapidly growing dispersed team to deliver strong business results. If youre jazzed about a big role which will optimize our strong inhouse and our great outsourced teams to Level Up what and how we work then this job is for you!
The Director of Community Support will report to the VP of Community Support.
What youll do:
- Develop and execute the Zwift support strategy by tier channel language and site to optimize for member satisfaction retention response time productivity effectiveness and balance the variable labor budget.
- Leveraging BPO outsourced centers create and manage a scalable efficient and consistently highperforming network of agents to flex staffing levels that match demand for support deliver results and/or quickly remediate performance if necessary.
- Lead regional CS Managers and the support team of both Watopians and outsourced colleagues who demonstrate their passion for helping our members with proven and measurable high quality experiences.
- Partner with Senior Leaders within the Support department to reduce member effort with policies processes and technology as we continuously strive to level up.
- Own and drive BPO business reviews and reporting to the CS Product Support leaders to ensure that performance and the voice of the community and agent is shared and understood for improvement and collaboration.
What were looking for:
- 7 years of experience leading an outsourced highperforming global multisite multilingual customer service organization using written support channels
- Strong analytical skills and deep understanding of contact center operations to make datadriven decisions in order to optimize the various levers of member experience (CES and NPS) productivity efficiency and quality
- Demonstrated success in developing collaborative relationships to drive tangible results especially in an environment with multiple stakeholders and by multiple vendors
- Strong management skills both in staff development and project leadership
- BA/BS degree MBA a plus
- Willingness to travel as needed
Bonus points:
- Multilingual (preferred) and/or strong experience leading multilingual teams
- Passion for cycling running sports and/or video games
- Experienced Zwifter
If Zwift determines in any stage of our interviews that any AI tools are being used without disclosure or citation your candidacy will be disqualified.
For All US Based FullTime Positions:
The base salary for this position ranges between $122500 to $195000. The base salary will be based on a number of factors including the role offered the individuals jobrelated knowledge skills qualifications and geographic location. In addition to base salary Zwift is proud to offer a comprehensive and competitive benefits package for all eligible employees which also includes performance bonuses equity and a full range of medical financial and other perks and benefits.
How to stand out among the rest:
Your resume/CV 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.
We strongly believe that different backgrounds and ideas are a competitive advantage; we hire candidates of any race color ancestry religion sex national origin sexual orientation gender identity age marital or family status disability Veteran status and any other status. Zwift is proud to be an Equal Opportunity Employer. If you have a disability or special need that requires accommodation please let us know by emailing .
Zwift Inc. is an Equal Opportunity Employer.
Required Experience:
Director
Employment Type
Full Time
