Rider Support Manager at Santa Cruz Bicycles

Summerbridge, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

17 Apr, 26

Salary

0.0

Posted On

17 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Team Leadership, Performance Management, Warranty Management, CRM Platforms, Problem Solving, Communication, Trend Analysis, Coaching, Bike Knowledge, Operational Mindset, Quality Focus, Data Reporting, Collaboration, Technical Confidence, Target Driven

Industry

Sporting Goods Manufacturing

Description

We are Pon Bike UK, home of Santa Cruz, Cervelo, Reserve, and OneUp, four of the most exciting brands in the bicycle industry who tend to do things differently. We have over 25 years of cycling experience and our ultimate goal is to consistently build the best road and mountain bikes in the world, sold by the best retailers in the country. We’re looking for a Rider Support Manager to lead and elevate our rider experience across all brands. The Role As Rider Support Manager, you’ll be the trusted face of our rider support operation. You’ll own the end-to-end warranty journey, building confidence with riders through clear communication, fast resolution and a relentless focus on quality. Every interaction should reflect our commitment to best-in-class service and our No Missed Rides promise. With a strong operational mindset, you’ll proactively identify trends, prevent repeat issues and continuously improve the rider experience while working to global response and customer satisfaction targets. You’ll also be responsible for the day-to-day leadership, coaching and performance development of our Rider Support team. What the Job Looks Like Managing all end-user rider support tickets exclusively within HubSpot CRM Tracking and reporting weekly performance against global targets to the Managing Director Managing workflows and pipelines to ensure service targets are consistently met Collaborating weekly with global Rider Support teams to identify issues, patterns and long-term fixes Forecasting and managing warranty stock levels across multiple brands What You Bring Proven experience leading or managing people in a customer-focused environment Self-motivated, target-driven and comfortable owning performance outcomes A strong track record of delivering excellent customer service and end-user support Bike-literate, tech-confident and comfortable working within CRM platforms (HubSpot experience a bonus) Our mission at Santa Cruz Bicycles is to make the best bicycles and to have fun doing it. For over 25 years, we’ve been doing just that, and finding unique and innovative solutions for everything from suspension design to manufacturing processes along the way. We offer a relaxed working environment, local singletrack, and the opportunity to work with a group of bike enthusiasts. But what we really want is what you have to offer us. We want to attract job seekers that are looking for a brand that they can be an integral part of, and not just "a company to work for". It's the individual personalities, and the raw enthusiasm for the brand that makes this place special, and that comes directly from the employees of Santa Cruz Bicycles.

Responsibilities

The Rider Support Manager will lead the rider support operation, managing the warranty journey and ensuring high-quality service. They will also oversee the Rider Support team, focusing on performance development and continuous improvement of the rider experience.