Rider Experience Specialist - Flexible Hours

The Rider Firm; England; On-site; Full time

Job description

We currently don’t have any open positions in our customer service team, but we are always keen to receive speculative applications from enthusiastic and motivated individuals who are interested in future opportunities in this high‑paced team at The Rider Firm.

Location: Office based in West Sussex.

Hours: Flexible for full or part time hours.

Salary: Based on experience plus a great benefits package.

About the role

The Rider Experience (Customer Service) team are the first point of contact for our riders and focus on offering the best levels of service. This role will be working as part of our busy, pro‑active Rider Experience team, communicating with our riders by email, live chat, phone and social media - answering questions and offering advice and guidance across our product range.

Key responsibilities

• Provide a truly outstanding level of customer service and rider support
• Work as part of a busy, driven, friendly Rider Experience & technical team.
• Discuss in‑depth technical questions and service topics with Riders by phone, social media, live‑chat and email.
• Be a customer service expert for our Hunt products.
• Provide customers with polite and timely answers and solutions that go above and beyond expectations.
• Use our customer service software and helpdesk platform to manage and respond to customers.
• Input into the product development process, contributing your own ideas & communicating feedback from our Riders.
• Attend and represent our brands at bike industry trade shows, exhibitions and cycling events.
• Grasp opportunities to innovate and improve service for riders.

Requirements

• Excellent attention to detail, organisation, and multi‑tasking skills.
• Outstanding communication skills with an ability to empathise with our riders.
• A passion for all things cycling is desirable.
• Ability to work unaided and as part of a team.
• Computer literate with the ability to learn new systems.
• 30 days holiday per year including bank holidays (increasing by 1 day with each year of service up to a max of 10 additional days)
• A contributory pension scheme
• Critical illness cover
• Cycle to work scheme
• Branded riding kit allowance

We believe in building diverse and inclusive teams. We encourage applicants from all backgrounds and experiences, including those from underrepresented groups, to apply for roles at The Rider Firm.

We also recognize that a range of skills, perspectives, and experiences make a team stronger, so we encourage you to apply even if you don’t meet all of the listed requirements. We value enthusiasm, a willingness to learn, and a commitment to growth.

We offer flexibility in working hours and are happy to consider any reasonable adjustments that may support you.