Rider Care Team Leader

Are you passionate about excellent customer service? Do you constantly talk to your friends, family and pets about bikes and every detail of every component? Are you a creative problem solver eager to help get everyone on a bike? If you were able to answer “yes” to these questions, we want to talk to you!

We are looking for a Salt Lake City based Rider Care Team Lead to support our team and provide the best support in the industry!

How you’ll make a difference

• Coordinating Rider Care staff activities and providing regular performance-related feedback.
• Strategizing and monitoring daily activities of customer service operation.
• Create sales revenue through exceptional service.
• Assisting customer service staff with daily duties where required.
• Training staff in areas of customer service and company policies.
• Onboarding new team members.
• Department staffing and schedule creation.
• Investigating and solving escalated service complaints.
• Assisting with development/implementation of policies and explaining to Rider Care team.
• Maintaining documentation pertaining to Rider Care activities.
• Collaborate with USA Rider Care Manager and other department leaders.
• Performing additional duties and stretch projects where needed.

What you need to win

• Minimum 2 years in a customer support management role.
• Minimum 2 years of customer support experience in the cycling industry.
• CRM proficiency and experience in related systems such as Oracle, Confluence, Tableau, etc.
• Sales experience within an ecommerce ecosystem.
• Strong time management ability.
• PC proficiency in order entry systems, Oracle, Microsoft Word and Excel.
• Excellent account management skills.
• In depth technical knowledge of Specialized product and the cycling industry in general.
• Excellent analytical, organizational, and problem-solving skills.
• Ability to communicate, both written and verbally, in a clear and professional manner.
• Ability to work with limited oversight in a high-volume environment.
• Ability to identify issues and alternatives and recommend possible solutions.

About Specialized:

First and foremost, we are riders. We share the core belief that bikes help make the world a better place. From product development and operations, to finance and marketing - every role at Specialized contributes to a culture of sustainable, global growth and innovation. Around the world, we work to recruit candidates who are passionate and curious with the belief that everyone has the potential to be a leader.

You’ll be working alongside a passionate, driven team and there are some great benefits including lunch rides, onsite fitness classes, and all the bagels your heart desires on Friday mornings. Come ride with us!

See what we are up to on Specialized.com and Instagram.