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 complete strangers about bikes?
• Have you stopped on the trail or 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 excellent 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 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, take action to solve problems, and follow up until resolved.
• Resolve technical issues through troubleshooting and diagnostic fault-finding.
• Work hands-on with bikes occasionally, solving customer issues and supporting reworks, 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, consider 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 reading and writing skills are a plus but not required.

TELL ME MORE

• 40 hours per week, Monday to Friday, 8 am - 8 pm (unpaid 1-hour lunch).
• 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 barrier-breakers and value your unique ideas and backgrounds to help us innovate and push boundaries. We are always looking for creative, passionate individuals who want to contribute to our mission of encouraging outdoor activity. If you think you are a good fit and are ready to make a difference, please apply! We look forward to seeing how you can impact our team.

Required Experience: Unclear Seniority

Key Skills

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