Associate Specialist- Community Support

Role overview

Handle complex customer support cases for a range of cycling software, subscriptions, and related hardware. You’ll investigate problems independently, guide customers toward practical solutions, and help improve how frontline support works.

Responsibilities

- Own complex troubleshooting cases and keep customers informed until they have a workable solution. - Model strong support performance by balancing quality, efficiency, and ease for the customer. - Spot repeated issues and recommend changes to support processes or products. - Build and share expertise on software, subscriptions, hardware compatibility, and relevant policies. - Work with support colleagues and outsourced service partners to strengthen frontline skills.

Requirements

- Experience resolving complex customer cases. - Clear, friendly written communication, with the ability to adapt your approach to different people and situations. - Strong knowledge of bicycles and cycling hardware, and the ability to explain technical details in accessible terms. - A customer-first mindset, emotional intelligence, and the ability to work independently in a changing environment.

Nice to have

- Familiarity with indoor cycling or training platforms. - Experience supporting customers by email, chat, phone, or forums. - Experience working with outsourced support teams.

Benefits and work setup

- Remote work is available in eligible locations in the UK.