Zwift Ambassadors community support service

Zwift is deploying an additional support service that puts newbies in touch with experienced Zwifters about basic questions. The service provider is called Limitless, and some of you may have received an invitation to join this Ambassador program.

We currently have several layers of support for members.

  1. support.zwift.com articles provide reliable information if you’re the type that likes to search & read to find your own answer.

  2. You can ask questions to our AI chatbot, which uses keywords to find answers in the forest of information on support.zwift.com.

  3. Members can contact our Support team via email or phone. My colleagues have access to account information, server data, and other sensitive private data that help us solve member issues.

  4. Folks who aren’t shy about posting on forums can get advice from experienced Zwifters and Zwift HQ employees too. What we don’t do on the forum is help with sensitive account data. That has to be handled offline.

Limitless would add another level of human help between layers 2 and 3. Members would have the option to connect with a Zwift Ambassador, who are experienced users. Ambassadors are not employees, and do not have access to any information about members. Only Zwift HQ can fix account issues or provide individualized support.

If the Ambassador can’t answer, the member can continue upstream to talk to one of my colleagues.

Limitless provides on-demand, crowdsourced help. It’s like Uber in that they find someone qualified to provide basic help when you want it. Ambassadors get paid for problems that they solve correctly (as rated by the member).

FAQ’s:
What does being a community Zwift Ambassador entail?
The ability to earn rewards for helping other new and existing Zwifters with answers for questions like the equipment needed to get started, how to pair with the game, and how Zwift works. There are no daily obligations on volume or time.

Why have I not been offered this opportunity?
In the first instance, we are reaching out to existing Zwift community advocates & members that have provided feedback to help improve the community and in-game experiences. If this is something you’d be interested in the future head over to this page to show your interest.

How many community members are you onboarding to be a Zwift Ambassador?
We are starting with 15-20 members from English-speaking countries, but this number may grow so look out for more opportunities to sign up if you are interested.

Are you outsourcing your community support?
We are empowering some of our many dedicated community members. This effort adds to our existing community support channels across chat, email and phone.

Will these community support Zwift Ambassadors be identified in game?
As we start this program, there will be no in-game identifier.

How will these Ambassadors find new users in need (and vice versa)?
This will be a new option to reach out to community support, along with chat, email and phone. Ambassadors through the Limitless platform will be served these questions & may choose to answer them, once answered they will disappear from the platform.

Are they paid?
They are paid based on their correct contributions in response to Zwift Community members questions.

I’ve received an invite to become a Zwift Ambassador, but the invite goes to a third party. Is this a scam?
First, thank you for being such a great champion of Zwift. Limitless is a third party organization that we have partnered with to deliver our new ambassador campaign. There is no need to be concerned. Limitless provides an opportunity for company ambassadors to earn money in return for sharing their knowledge and helping others through a new form of customer support.