Rider CareCustomer Support Representative

Rider Care / Customer Support Representative

Rider Care Representative

A service professional who enjoys creating lifelong customers.

Are You Specialized?

• Enjoy talking with friends, family, pets, or strangers about bikes?
• Have you stopped on the trail or road to help other riders?
• Would you take satisfaction in creating customers who stay committed to Specialized for life?
• Have you demonstrated a track record of delivering great customer experiences in retail or contact center environments?

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

How You'll Make a Difference

• Deliver concierge-level service to riders and retailers via phone, chat, and email.
• Assess rider needs to provide personalized presales advice.
• Engage retailers through positive and productive conversations.
• Provide outstanding customer service throughout the purchase and ownership journey.
• Take ownership of the rider experience, taking action to solve problems and following up until resolution.
• Resolve technical issues through troubleshooting and diagnostic faultfinding.
• Occasionally work hands-on with bikes, supporting reworks and solving customer issues, 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, explore alternatives, and recommend solutions.
• Hands-on technical ability to troubleshoot in relevant fields (e.g., bike mechanic, automotive, consumer electronics).
• Ability to multitask, prioritize, and remain resilient without losing composure.
• Proficiency with PCs, CRM systems, and Microsoft Office suite.
• Passion for bikes and making an impact for riders.

Preferred Qualifications / Experience

• At least 2 years of experience in a customer service role.
• Knowledge of bicycle technology and its societal value.
• Experience with Salesforce CRM and Oracle preferred.
• German language skills are a plus but not required.

Tell Me More

• 40 hours per week, Monday to Friday, 8 am to 8 pm (unpaid 1-hour lunch).
• Benefits include a competitive employee discount.
• Travel to events may be occasionally required.

About Specialized

At Specialized, we believe bikes can change lives for the better. We foster a culture of innovation and diversity, seeking passionate individuals to help us push boundaries and promote outdoor activity. If you're creative, innovative, and passionate, and believe you can make a difference, we encourage you to apply and show us your potential.

Required Experience

Unclear Seniority

Key Skills

Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing