Director, Community Support Operations

Summary

Join Zwift as their Director of Community Support Operations and lead a global team dedicated to providing exceptional support to Zwift users. This innovative leadership role requires experience in managing world-class support organizations, primarily using written channels. You will optimize in-house and outsourced teams, develop and execute support strategies, and collaborate with senior leaders to enhance member experience. The position reports to the VP of Community Support and offers a competitive salary and benefits package. The ideal candidate possesses strong analytical and management skills, along with extensive experience leading global customer service organizations.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• Multi-lingual (preferred) and/or strong experience leading multi-lingual teams
• Passion for cycling, running, sports and/or video games
• Experienced Zwifter

Benefits

• Performance bonuses
• Equity
• A full range of medical, financial, and other perks and benefits