Rider Care/Customer Support Representative

Specialized Bicycle Components; Stellenbosch; On-site; ZAR 20 000 - 40 000; Full time

Job summary

Join a forward-thinking company as a Rider Care Representative, where your passion for bikes and exceptional customer service skills will shine. This role offers the opportunity to engage with riders and retailers, providing personalized support and resolving issues to enhance the rider experience. You'll thrive in a fast-paced environment, leveraging your technical knowledge and communication skills to make a meaningful impact. If you're ready to help create life-long customers and contribute to a culture of innovation, this position is perfect for you.

Benefits

Competitive Employee Discount

Occasional Travel to Events

Qualifications

• 2+ years’ experience in customer service roles.
• Hands-on technical skills related to bikes or relevant fields.

Responsibilities

• Deliver concierge-level service to riders via phone, chat, and email.
• Troubleshoot and diagnose technical issues with bikes.

Skills

Customer Service

Communication Skills

Technical Skills (Bikes)

Problem Solving

Multitasking

Education

High School Diploma

Experience in Customer Service

Tools

Salesforce CRM

Microsoft Office

PC proficiency

Job description

Rider Care Representative

“A service professional that gets a kick out of creating life-long customers.”

Are You Specialized?

• Do you enjoy talking with friends, family, pets, or complete strangers about bikes?
• Have you stopped on the trail/road to help other riders?
• Would you take satisfaction in creating customers that stay committed to Specialized for life?
• Do you have a proven track record of delivering great customer experiences in a retail or contact center environment?

If you answered “Yes” to these questions, we want to talk to you!

How You’ll Make a Difference

• Deliver concierge-level service to our riders and retailers via phone, chat, and email.
• Assess rider needs carefully to provide personalized pre-sales advice.
• Engage retailers through positive and productive conversations.
• Provide outstanding customer service throughout the purchase and ownership journey.
• Take ownership of the rider experience—resolve issues and follow up until complete.
• Troubleshoot and diagnose technical issues.
• Occasionally work hands-on with bikes—solving customer issues, supporting reworks, etc., including urgent needs at HQ or in the field.

What You Need To Win

• Live and breathe our core values – “The Rider is the Boss”.
• Experience in retail or customer service roles.
• Strong written and oral communication skills.
• Ability to work independently in a fast-paced, high-volume environment.
• Ability to identify issues, evaluate options, and recommend solutions.
• Hands-on technical skills related to bikes or relevant fields (e.g., automotive, electronics).
• Multitasking, prioritization, resilience, and composure.
• Proficiency with PCs, CRM systems, and Microsoft Office.
• Passion for bikes and making an impact for riders.

Preferred Qualifications/Experience

• 2+ years’ experience in customer service.
• Knowledge of bicycle technology and its societal benefits.
• Experience with Salesforce CRM and Oracle preferred.
• Proficiency in English; German skills a plus.

More Information

• 40 hours/week, Monday–Friday, 8am–8pm (unpaid 1-hour lunch).
• Location: Stellenbosch, South Africa.
• Benefits include a competitive employee discount.
• Occasional travel to events may be required.

About Specialized

At Specialized, we believe bikes can change lives for the better. We foster a culture of innovation and inclusivity, and we’re looking for passionate, creative individuals to help us push boundaries and get more people outside. If you’re ready to make a difference, we encourage you to apply and show us how you can contribute to our mission.