Rider Support Representative

Santa Cruz Bicycles

Santa Cruz, CA, USA

Full time

Jan 6

You will join a fast-paced team that creates an amazing experience for our customers, dealers and prospective customers. You will often be the first person that customers interact with at Santa Cruz Bicycles so we are looking for someone who is all about providing stellar customer service and support. Strong bike knowledge and experience in customer service is necessary for this role as you will be answering a wide variety of questions. If you are passionate about bikes, love to help people and collaborate with others then this could be your new dream job.

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:

  • Answer all incoming phone calls and reply to voicemails for Rider Support and handle the requests in accordance with our No Missed Rides policy
  • Provide resourceful technical assistance to our riders by answering questions regarding any bike issues, set-up, reactions of bikes in a specific terrain and diagnosing issues
  • Responding to bearing warranty claims as assigned by Hubspot, and select frame and Reserve wheel warranties as assigned by the Rider Support supervisor or lead.
  • Collaborate with other members of the Rider Support team to expand collective knowledge and updating information in Rider Support database as appropriate.

Competencies & Requirements:

  • 1+ years of experience in a customer service role
  • Strong bike mechanic knowledge is required, especially Santa Cruz Bicycles and Juliana Bicycles
  • Excellent verbal and written communication
  • Experience with being on the phone for at least 5 hours a day for work
  • Ability to deal politely and effectively with customer inquiries or complaints
  • Excellent administrative, clerical, record keeping and computer skills are required 
  • Ability to take direction and execute tasks in a timely manner
  • Organize information and provide clear communication to all team members
  • Strong working knowledge of CRM software, Smartsheets and Google Suite preferred
  • Tech and research savvy
  • Positive attitude and personable with everyone  

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 25 pounds. Vision may be corrected within normal range. The noise level in the work environment is quiet.

Education and/or Experience: 1+ years of experience in a customer service role; Strong bike mechanic knowledge

Why work here: For 26 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's 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