Role Description The Associate Specialist - Community Support is a highly autonomous role, requiring you to independently manage and resolve complex troubleshooting issues for our customers. You excel at building rapport with both customers and colleagues by skillfully adapting your communication style to maximize the effectiveness of every interaction. Your inherent curiosity and customer-centric approach drive you to not only find the right solution for every problem but also to develop a deep, detailed understanding of all Zwift products. - Be the frontline representative for complex troubleshooting contacts relating to Zwift products, owning customer issues and efficiently guiding customers to a solution. - Lead by example in achieving support KPIs, setting a high bar for quality, efficiency, and a low effort customer experience across the team. - Identify recurring issues and trends, and proactively suggest process or product improvements to the Community Support specialists. - Act as a subject-matter expert on Zwift software, subscriptions, hardware compatibility, and policies. - Collaborate with the appropriate Community Support teams and Business Process Outsourcing (BPO) partners to enhance the skills and capabilities of the frontline teams. Qualifications - Proven experience handling and resolving complex customer cases. - Strong and adaptable written communication skills with a friendly, clear, and professional tone. - Deep knowledge of bikes and cycling-related hardware, paired with the ability to translate technical details into practical guidance for customers of all experience levels, helping them feel confident and supported. - High emotional intelligence and a customer-first mindset. - Ability to work independently in a fast-paced, evolving environment. Requirements - Experience with the Zwift platform (bonus points). - Experience with indoor cycling and/or training platforms (bonus points). - Experience handling customer cases via a variety of channels (email, chat, phone, forums) (bonus points). - Previous role working alongside a BPO/outsourced customer service teams (bonus points). Benefits - 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. Company Description Zwift is proud to be an Equal Opportunity Employer. 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. If you have a disability or special need that requires accommodation, please let us know by emailing careers@zwift.com.

• Coordinate and dispatch attorneys for high-volume daily hearings • Manage scheduling changes, cancellations, and urgent coverage gaps • Confirm assignments and ensure accurate, full coverage • Communicate with attorneys and clients to ensure seamless service • Conduct outbound calls to schedule hearings and support client needs • Track metrics, maintain scheduling data, and support reporting • Partner with internal teams to improve processes and execution

• Coordinate and dispatch attorneys for high-volume daily hearings • Manage scheduling changes, cancellations, and urgent coverage gaps • Confirm assignments and ensure accurate, full coverage • Communicate with attorneys and clients to ensure seamless service • Conduct outbound calls to schedule hearings and support client needs • Track metrics, maintain scheduling data, and support reporting • Partner with internal teams to improve processes and execution

Role Description The Online Customer Service III (CSR) provides exceptional customer service to all CRL customers and reports to the Team Lead. Through the detailed understanding of all CRL products, the CSR offers solutions and facilitates a unique experience for all internal and external customers. The CSR will be engaged and collaborate with the team through Communication, Respect, and Loyalty to best serve the customer. In addition, resolves products and service problems, processes orders, and serves as an ambassador (customer advocate) between customers and CRL. Qualifications - Completed 9 months of CRL customer service experience in Core Products - Maintained 9 Calls/Hour for three consecutive months - Maintained Error Percentage in good standing for three consecutive months - Satisfactory demonstration and understanding of Core Products - Satisfactory demonstration of all Entry programs and processes - Satisfactory demonstration of “after the sale” problem resolution skills - Advancement to Customer Service Representative Level II - Online Customer Care Requirements - Maintain at least 40 email replies per day from Askus Mailbox (crl@crlaurence.com). Maintain email resolution time between 24-48 hours. - Convert Quotes to orders as requested in Askus mailbox or B2B pending requests. - Maintain inquiry replies within 24 hours for Website Pending Requests – B2B Online Support Information Center. - Maintain inquiry resolution within 24-48 hours. - Maintain EN69 Web Order Review. SLA is to convert web order within 30 minutes of order being placed on website. - Maintain IQ02 Customer Service P&C file. SLA is to respond, forward or assign P&C to appropriate department within 30 minutes. - Process, release, update, and delete all approved SHORTAGE01 orders in IQ02. - New Account set up for United States and Canadian accounts. Respond to or approve new account applications within 24-48 hours. - Assist customers with website issues through ASM Assisted Sales Module as well as SAP Back Office. - Issue Cherwell IT tickets or Website Submission Form to report failed functionality on beta.crlaurence.com and Tandem. - Respond to Dealer Requests within 24 hours. - Assist PGS or Customer with locating Web Orders in B2B Online Support Information Center or EN69 Web Review. Benefits - Benefits that benefit you – industry competitive benefits at the lowest cost to the employee - Work-life balance – PTO and holidays, including floating holidays you can choose - Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses - Training – We will equip you with the knowledge and skills you need to succeed Position Pay Range $27 — $35 USD