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