Customer Service and Product Support Specialist

Alpinestars; Torrance (CA); On-site; USD 52,000 - 72,000; Full time

Job summary

Alpinestars is seeking a Customer Service & Product Support Specialist to join our eCommerce division in Torrance. You will handle product inquiries, warranty claims, and post-purchase support with a focus on accurate, timely resolutions.

You'll work with Salesforce, Shopify, and ERP systems to document cases, coordinate with warranty, returns, and logistics, and help improve the customer journey through data-driven insights.

Qualifications

• Minimum 1 year in customer service or product support.
• Proficient in Excel, Word, and Outlook.
• Experience with CRM tools (Salesforce preferred).
• Familiar with ecommerce tools (Shopify, Gorgias) and ERP systems (Full Circle).
• Strong written and verbal communication.

Responsibilities

• Respond to customer and dealer inquiries via phone, email, and Salesforce.
• Intake and resolve product support cases, including quality and fit issues.
• Document claims and coordinate with warranty, returns, sales, and logistics.
• Assist customers with returns, exchanges, and order corrections in Shopify and internal systems.
• Identify trends and generate service reports for continuous improvement.

Skills

Customer service

Attention to detail

Communication

Organizational skills

Independent work

Problem solving

Tools

Shopify

Gorgias

Salesforce

Full Circle

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 escalates 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.