Cycling Customer Experience Lead (Remote)

DSTNC; San Francisco (CA); On-site; USD 55,000 - 110,000; Full time

Job summary

DSTNC is seeking a Customer Support Manager to lead our cycling-focused customer service team in San Francisco, with remote flexibility. You will drive service excellence, mentor staff, and streamline inquiries via phone, email, and chat.

The role demands strong leadership, deep cycling product knowledge, and a passion for delivering outstanding customer experiences. You will collaborate with sales and marketing, maintain CRM records, analyze data, and implement policies to improve satisfaction.

Qualifications

• Experience leading a customer support team in a fast-paced environment.
• Proven ability to drive customer satisfaction and retention.
• Strong communication and problem-solving skills.

Responsibilities

• Respond to inquiries via phone, email, and chat promptly and professionally.
• Escalate and resolve complex issues with empathy and diplomacy.
• Maintain accurate CRM records and monitor key service metrics.
• Oversee orders, returns, and exchanges with efficiency and accuracy.
• Collaborate with sales and marketing to support campaigns.

Skills

Customer service management

Leadership

CRM software

Communication skills

Multitasking

Data analysis

Tools

CRM software

Job description

DSTNC is seeking a Customer Support Manager to lead our cycling-focused customer service team in San Francisco, with remote flexibility. You will drive service excellence, mentor staff, and streamline inquiries via phone, email, and chat.

The role demands strong leadership, deep cycling product knowledge, and a passion for delivering outstanding customer experiences. You will collaborate with sales and marketing, maintain CRM records, analyze data, and implement policies to improve satisfaction.