Senior Manager, Community Support (Hardware Products)

About the role and about You:

As Zwift continues to grow and expand our offerings and reach, it is important to ensure our community is supported in a way that reflects our strong company brand position.  We’re looking for the Senior Leader who can deliver on the vision and strategy of a world class D2C hardware support model. We want someone who can create an amazing experience through the entire customer journey from pre-sales and setup support through post sales and troubleshooting steps. 

Get Excited about this role since you will be part of something big.  You will roll-up your sleeves and help our technology company launch a tangible product for the very first time.  You’ll lead our efforts to do the expected, unexpectedly well.   If you’re passionate about building a diverse, inclusive community for our customers and deliver on our mission of More People, More Active, More Often, then Zwift is for you.

What you’ll do: 

The work will include influencing the entire Support organization as we launch our hardware: staffing model, contact channels, KPIs, tools/systems, and budget and lead a team of Specialists to make this happen. 

• Execute the vision and strategy of a world class D2C hardware customer support team
• Deliver the support model through staffing levels; channel touchpoints;  tools and automation; quality, efficiency, and fiscal performance
• Motivate a team of colleagues to execute flawlessly and with urgency to help our customers
• Identify and escalate learnings quickly and expertly to drive continuous improvement in the business
• Lead organizational change among the existing support team and BPO teams for this new product launch
• Collaborate and build consensus with multidisciplinary teams (Product, QA, Supply Chain, Game) in order escalate new or trending issues in our hardware or software 
• Communicate the Voice of the Customer metrics across the organization to inform of support needs

What we’re looking for: 

• 7+ years of experience in contact center organizations supporting a distinctive consumer brand, ideally in media or technology
• 5+ years of leadership experience developing and leading a high performing technical member support / customer service in-house and outsourced contact center teams
• 5+ years experience delivering a high quality customer experience using the following channels: phone, chat, email, SMS, and video
• Proven track record of scaling a hardware support model during launch and high growth
• People-focused orientation, with experience and a passion for continuous learning, mentorship, performance management, and career development
• Proven ability to operate effectively in a rapidly changing and problem-solving environment
• A hands-on leader who is willing to do the work to drive organizational change while also building the team for the future - action orientation
• Strong analytical skills and deep understanding of contact center operations to make data-driven decisions to optimize the various levers of member experience (satisfaction and NPS), productivity, efficiency, and quality
• Self-awareness and openness to feedback from all levels of the organization
• Impeccable integrity and ethical standards

Bonus points: 

• Experience in health & fitness, gaming industries, consumer electronics industries
• Familiarity with Kustomer CRM, NetSuite ERP 
• Passion to cycling, running and/or fitness