Customer Service Manager

Santa Cruz Bicycles

Santa Cruz, CA, USA

Full time

Jan 6

The Customer Service Manager oversees and leads Santa Cruz’s customer service department, managing the Rider Support Team and proactively monitoring and developing service mechanisms for consumer and retailer inquiries across the spectrum of customer support functions.  

This supervisory role requires strong employee management acumen, as well as the ability to develop tactics that endear brand loyalty and delivers industry-leading service. The ideal candidate will advocate for prompt, responsive service with a human touch that is supported by strong data analysis gleaned from statistical indicators and data from our customer relationship management (CRM) system.

In addition to managing personnel, the Customer Service Manager will develop and implement best practices for compiling and analyzing related data into actionable items throughout the organization. This includes trend spotting, quality control tracking, inventory demand monitoring and signaling, and the communication of technical issues with necessary stakeholders.

Finally, the Customer Service Manager will cultivate a culture of continuous improvement and strive to instill an above-and-beyond customer satisfaction environment, empowering service agents to exceed customer expectations, creating and extending Santa Cruz’s heritage of excellent reputation marketing. 

The position is directly responsible for our North American customer service operations, and serves as a template for global replication amongst international business units and adjacent independent distributors. The Customer Service Manager has regular communication with these entities, and will develop a global best practices feedback loop, and establish benchmarks, service levels and key performance metrics to inform continuous improvement and measure overall performance and customer satisfaction.

Qualifications: To perform this job successfully, an individual otherwise qualified must be able to perform each overall duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, additional qualifications, and/or ability required.

Overall Duties and Responsibilities include the following (other duties may be assigned)

The Customer Service Manager oversees and manages a team of Rider Support reps, providing advice, feedback and recommendations to the team, setting metrics and undertaking weekly audits of the department’s communications to ensure the highest level of rider support. 

The role also works closely with the Global Warranty Manager to meet and exceed stated service level benchmarks, assisting all customers (riders and retailers) with warranty questions and claims, providing corrective resolutions in accordance. Broad categories and responsibilities include the following (with the potential for other duties to be assigned):

Rider Support Team Management

  • Create a culture of continuous improvement and exceptional customer service
  • Provide day to day supervision of the North American Rider Support Reps to ensure they have the necessary training and resources to achieve Rider Support response metrics and provide a high level of customer service 
  • On a weekly basis, measure and track response times to ensure metrics are met and provide feedback to the lead and leadership
  • Empower the team to creatively problem solve and champion and exceed our communicated customer service levels 
  • Provide regular feedback and individual support to develop and grow the team

Customer Service and Warranty Process Management

  • Evangelize customer relationship management (CRM) systems within the team
  • Develop and maintain systems for weekly tracking and reporting of key performance metrics in conjunction with CRM team and management
  • Conduct ongoing data analyzation for summary communication to internal stakeholders
  • Monitor agent communication to ensure proper tone and reinforcement of brand tenets
  • Set goals for team on quarterly and annual basis
  • Develop metrics for justifying future hiring and resource plans
  • Audit customer service mechanisms and make recommendations for improvements
  • Work with Warranty, Engineering, Production and QC teams to develop systems and procedures for problem resolution
  • Liaise with international partners to equalize Rider Support experience worldwide
  • Consult with Marketing team to ensure Rider Support and Warranty communications are in sync with brand initiatives and to ensure that brand initiatives don’t overstep RS capabilities/capacity


  • Reports to Director of Field Marketing
  • Collaborates with North American Marketing Director
  • Coordinates with Production, Sales/Commercial Team, Quality Control, Global Rider Support Leads

Competencies and Requirements:

  • Five-plus years in a customer service management role inclusive of tactical day-to-day team management, as well as long-term strategic process development responsibilities
  • Strong mechanical knowledge of bicycles and related technologies
  • Experience with customer relationship management (CRM) and enterprise (ERP) systems
  • Excellent verbal and written communication skills
  • Good interpersonal skills
  • The ability to interpret, analyze and summarize data into action items
  • A high degree of organization
  • The ability to collaborate across numerous departments to get things done
  • A positive attitude and goal-oriented outlook

Language Skills: Ability to read and comprehend and explain documents such as safety rules, operating and maintenance instructions, and procedure manuals in English. Effectively communicate, verbally and in writing, in English. 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the overall duties and responsibilities of this job.

Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the overall duties and responsibilities. While performing the duties of this job, the employee is regularly required to stand, walk, use of hands and fingers, handle, or feel, reach above head with hands and arms, lift, push, climb, stoop, kneel, crouch, and/or crawl, pull, talk and hear. The employee must lift and/or move up to 30 pounds. Vision may be corrected within normal range. The noise level in the work environment is quiet. 

Education and/or Experience: 5+ years of experience working in customer service role, Strong mountain bike mechanic knowledge, knowledge of Santa Cruz Bicycles line preferred.

Why work here: For 25 years Santa Cruz Bicycles has tried to do things a bit differently. Our ultimate goal is to consistently build the best bicycles in the world and have fun doing it, but there is a lot more to it than that.

We can offer you great benefits that include 100% paid health, dental and vision insurance, 401K matching, monthly employee events and major discounts on bikes and bike gear. Those parts come with the industry. We can offer you a relaxed working environment, local singletrack, and the opportunity to work with a group of bike enthusiasts in a great place to live. Those parts come with the territory.

But what we really want is what you have to offer us. We want to attract job seekers that are looking for a brand that they can be an integral part of, and not just "a company to work for". It is the individual personalities, and the raw enthusiasm for the brand that makes this place special, and that comes directly from the employees of Santa Cruz Bicycles.

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Santa Cruz Bicycles

Quality Bicycles Since 1994