Director, Community Support Operations

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 world-class support organizations, primarily using written channels, and can motivate and inspire a rapidly growing dispersed team to deliver strong business results. If you’re jazzed about a big role which will optimize our strong in-house 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 you’ll 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 high-performing 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 we’re looking for:

• 7+ years of experience leading an outsourced, high-performing, global, multi-site, multilingual customer service organization using written support channels
• Strong analytical skills and deep understanding of contact center operations to make data-driven 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:

• Multi-lingual (preferred) and/or strong experience leading multi-lingual 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 Full-Time Positions:

The base salary for this position ranges between $122,500 to $195,000. The base salary will be based on a number of factors including the role offered, the individual's job-related 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.