Customer Service and Product Support Specialist

Alpinestars; Torrance (CA); On-site; USD 55,000 - 75,000; Full time

Job summary

Alpinestars is seeking a Customer Service & Product Support Specialist for the eCommerce division. You will be the voice of the brand, handling inquiries about product performance, fitment, usage, and warranty claims, coordinating with internal teams for timely resolution.

In this role you will document cases in Salesforce, assist with returns and order corrections via Shopify, and work with warranty, logistics, and sales to maintain a smooth customer journey.

Qualifications

• Minimum 1 year of customer service or product support experience.
• Proficient in Microsoft Excel, Word, and Outlook; Salesforce experience.
• Proficient with ecommerce tools (Shopify, Gorgias) and ERP systems (Full Circle).
• Strong communication and written skills for technical issues.
• Attention to detail and ability to handle sensitive cases empathetically.
• Strong organizational skills and ability to manage multiple priorities.
• Collaborative mindset and ability to work independently.
• Familiarity with product claims, warranty processes, or basic troubleshooting.
• Passion for motorsports or action sports is a bonus.

Responsibilities

• Provide professional, timely responses to customer and dealer inquiries by phone, email, and Salesforce about product issues, warranties, and post-purchase support.
• Accept and resolve product support cases, including quality, fit, and performance feedback.
• Document claims accurately, track progress, and coordinate with warranty, returns, sales, and logistics.
• Assist customers with returns, exchanges, and order corrections using Shopify and internal systems.
• Collaborate with product, marketing, and service teams to stay updated on specs and known issues.
• Identify trends in feedback and elevate concerns impacting product performance or customer satisfaction.
• Generate and maintain service and claims reports for team leaders.

Skills

Excel

CRM Salesforce

Shopify

Gorgias

Full Circle ERP

Communication

Attention to detail

Multitasking

Team collaboration

Tools

Shopify

Gorgias

Salesforce

Full Circle ERP

Job description

Alpinestars is a world leader in protective gear, apparel, and technical equipment for motorsports and action sports. Our mission is to provide top-tier performance and safety products for both elite athletes and everyday riders. Behind every product we deliver is a commitment to service, integrity, and excellence.

We are currently seeking a Customer Service & Product Support Specialist to join our eCommerce division. This position focuses on ensuring customer satisfaction through responsive communication, product support, and claims resolution related to Alpinestars' technical gear and apparel.

Position Overview

• In this role, you will be the voice of Alpinestars to our online customers and retail partners. You will handle inquiries related to product performance, fitment, usage, and warranty claims, while helping maintain a seamless customer journey. You’ll work closely with internal teams to process service cases, resolve escalations, and ensure accurate product data across our eCommerce platforms.
• This position is ideal for a detail-oriented individual who thrives on delivering empathetic, efficient service and can confidently manage customer issues involving technical or performance-based products.

Key Responsibilities

• Provide professional, timely responses to customer and dealer inquiries via phone, email, and Salesforce with a focus on product-related issues, warranty claims, and post-purchase support.
• Intake and resolution of product support cases, including quality concerns, fit issues, and performance feedback.
• Accurately document claims, track case progress, and coordinate with internal departments (warranty, returns, sales, logistics) for resolution.
• Assist customers with returns, exchanges, and order corrections using Shopify and other internal systems.
• Collaborate with product, marketing, and service teams to stay up to date on product specifications, updates, and known issues.
• Proactively identify trends in customer feedback and elevate concerns that may impact broader product performance or customer satisfaction.
• Generate and maintain service and claims reports to assist team leaders in continuous improvement.

Qualifications

• Minimum 1 year of experience in a customer service or product support role, preferably in consumer goods or technical equipment.
• Highly proficient in Microsoft Excel, Word, and Outlook; experience with CRM tools (Salesforce preferred).
• Highly proficient with Ecommerce tools (Shopify, Gorgias), and ERP systems (Full Circle).
• Strong communication and writing skills with the ability to explain technical product issues clearly and professionally.
• High attention to detail with the ability to manage sensitive cases empathetically and diplomatically.
• Strong organizational skills and the ability to manage multiple priorities simultaneously.
• Collaborative mindset with the initiative to work independently when needed.
• Familiarity with product claims, warranty processes, or technical troubleshooting.
• A passion for motorsports, technical gear, or action sports is a bonus and helps connect with our customer base.

We're an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.