Customer Support Manager - Cycling

We are seeking a highly motivated and experienced Customer Support Manager to lead our customer service efforts in the cycling and endurance industry, operating on a contractual basis. The ideal candidate will demonstrate a strong passion for cycling, possess exceptional leadership and communication skills, and showcase a proven track record of delivering outstanding customer service.

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Respond promptly and professionally to escalated customer inquiries via phone, email, and chat.
• Provide accurate product information, technical support, and assistance with product selection.
• Document customer interactions and maintain accurate records in our CRM system.
• Oversee the processing of orders, returns, and exchanges efficiently and accurately.
• Resolve customer complaints and issues with empathy and diplomacy, ensuring a positive resolution.
• Communicate effectively with internal teams to address customer concerns and improve processes.
• Develop and maintain positive relationships with key customers and vendors.
• Stay updated on product knowledge, industry trends, and company policies to provide accurate information to customers.
• Assist with maintaining customer databases and records, ensuring accuracy and confidentiality.
• Proactively identify opportunities to improve the customer experience and recommend solutions.
• Collaborate with the sales and marketing teams to support promotional campaigns and initiatives.
• Uphold company values and brand image in all interactions with customers and stakeholders.
• Analyze customer service metrics and reports to track performance and identify areas for improvement.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Train and onboard new customer support specialists to ensure a high standard of service.

• Passion for cycling is essential.
• Strong understanding of cycling products and terminology.
• Previous experience in customer service management or a related field.
• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to multitask and prioritize tasks in a fast-paced environment.
• Proficiency in using CRM software and other customer service tools.
• Flexibility to work evenings, weekends, and holidays as needed.
• Proven leadership and team management skills.
• Ability to analyze data and generate reports to drive improvements in customer service.

To be considered for this role, you must have a deep understanding of the cycling industry, cycling apparel, bicycle components, and related equipment.