Rider Care Specialist
Core
Point-of-contact product technical expert responsible for placing customers on bikes/equipment, maintaining satisfaction, and providing informed product guidance to B2B and B2C customers.
Role type
Customer support specialist (bicycle industry)
Builds
Customer satisfaction and sales conversion for Specialized bicycles
Domain
Bicycle manufacturing and retail
Deliverable
client delivery
Required skills
Customer service, bicycle industry knowledge, bilingual communication (English + Bahasa Malaysia/Indonesia/Mandarin/Thai), technical product understanding, warranty assessment
Preferred skills
Mechanical proficiency with high-end bicycle products, B2B partner management
Technologies
Proprietary Specialized networks and systems, internal order/support systems
Responsibilities
Handle order queries and technical support requests, manage cancellations and refunds, provide pre-purchase advice (sizing, compatibility), convert leads to sales, assess product quality and warranty claims, manage inventory of service and warranty parts
Seniority
Individual contributor