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Customer Support Manager - Cycling

DSTNC

DSTNC

Customer Service
San Francisco, CA, USA
Posted 6+ months ago

We are seeking a highly motivated and experienced Customer Experience Representative to support 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 and endurance sports, possess exceptional communication skills, and showcase a proven track record of delivering outstanding customer service.

Responsibilities:

  • Respond promptly and professionally to 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.
  • Process 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.

Requirements:

  • Passion for cycling and/or endurance sports is essential.
  • Strong understanding of cycling and endurance sports products and terminology.
  • Previous experience in customer service 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.