We are seeking a Customer Service Supervisor to lead our customer support team at Steed Cycles. This is a desk-based role overseeing the staff who handle phone, email, and online chat inquiries. The ideal candidate will have experience in the bicycle industry, strong leadership skills, and a passion for providing excellent customer service.

Key Responsibilities:

• Supervise and support the customer service team, ensuring efficient handling of inquiries via phone, email, and online chat.
• Train and mentor staff on product knowledge, customer interactions, and problem resolution.
• Monitor response times, quality of service, and customer satisfaction, implementing improvements as needed.
• Handle escalated customer issues, resolving complex problems effectively.
• Collaborate with sales, inventory, and technical teams to provide accurate information to customers.
• Maintain customer service policies and procedures, ensuring consistency in communication.
• Use CRM and ticketing systems to track customer interactions and trends. Work with Digital Experience manager to enhance the online purchasing experience.
• Assist with hiring, scheduling, and performance evaluations of customer service staff.

Qualifications & Skills:

• Experience in the bicycle industry (retail, wholesale, or manufacturing).
• Previous supervisory or leadership experience in a customer service role.
• Excellent communication and problem-solving skills.
• Ability to multitask and work in a fast-paced environment.
• Familiarity with bicycle components, brands, and industry trends.
• Proficiency with customer service software, CRM systems, and online chat platforms.
• Strong organizational skills and attention to detail.
• Passion for cycling and bicycle products

Benefits:

• Competitive salary based on experience
• Employee discounts on bikes and accessories
• Health benefits and paid time off
• Opportunities for professional growth in the cycling industry

Schedule:

• 8 hour shift per day, 40 hours per week - Weekends
• Full-time, Permanent, wage: $26.00-$28.00 per hour

We offer a competitive salary, benefits package, and opportunities for advancement within our company.

If you are enthusiastic about cycling and possess the skills and experience to excel in this role, we encourage you to apply by sending your resume and a cover letter outlining your qualifications and interest in the position to kim@steedcycles.com. Please include "Customer Service Supervisor" in the subject line of your email.

Our Customer Service Specialist would be primarily working at a desk answering phone calls, responding to emails and online chat from customers who are inquiring on products to purchase from our website. This position requires that you have a good knowledge of bicycles, parts and accessories used while riding.

What we are looking for:

• Prior experience in customer service via phone, email, chat
• Passion for developing relationships with customers
• High attention to detail and ability to work in a busy, fast paced environment
• Ability to multitask & skilled at online research
• Ability to learn quickly in an ever changing environment
• Professional communication with managers and team members

Communication method(s) used:

• Email
• Phone
• Chat

Job Duties:

• Answer incoming customer inquiries
• Collaborate with management teams to stay updated on new products, services, and policies
• Record customer information within our customer service database
• Engage with clients in a friendly and professional manner while actively listening to their concerns
• Offer support and solutions to customers in accordance with the company's customer service policies
• Other duties as requested

Additional Requirements:

• Experience with Lightspeed, Shopify and Google Suite (ideal but not required)
• Knowledge of major social media platform (big plus if you've used them on a business level)
• Additional duties & overtime as assigned

Full-time Benefits after probationary period:

• Dental insurance
• Health insurance
• Employee discount

Schedule:

• 8 hour shift per day, 40 hours per week - Weekends

Experience:

• Customer Service: 1 year (Preferred)

Job Types:

• Full-time, Permanent, wage: $20.00-$25.00 per hour

We offer a competitive salary, benefits package, and opportunities for advancement within our company.

If you are enthusiastic about cycling and possess the skills and experience to excel in this role, we encourage you to apply by sending your resume and a cover letter outlining your qualifications and interest in the position to kim@steedcycles.com. Please include "Customer Service" in the subject line of your email.

Our ideal Bike Mechanic would be a great problem solver, with a technical mindset. You would bring a collaborative approach to repairing bikes, working closely with other mechanics, bike builders, sales staff & other members of the team to provide the best possible customer experience. We strive to work together to solve problems, and the learning opportunities are endless. Plus you will get to work on some really cool bikes!

What we are looking for:

• Strong bicycle mechanic background - ideally 1 year in a bicycle service shop, or a demonstrable history of working on your own bike
• Passion for developing relationships with customers & suppliers
• Ability to multitask & communicate effectively
• Ability to learn quickly in an ever changing environment
• Professional communication with managers and team members
• Willingness to keep learning, and remaining up to date with the latest technologies
• A passion for all things cycling
• Friendly personality compatible with a fast-paced but fun shop dynamic

Job Duties:

• Booking bikes in for service work
• Communicating with customers about their repairs (via phone, text & email)
• Working on new bikes, customer bikes and custom builds
• Communicating with suppliers & vendors to source parts, ETA’s, compatibility & support
• Actively maintaining workshop appearance, keeping merchandise in the service department stocked, tidy and organized 
• Ensuring all repairs are done to the highest level, from a simple flat fix all the way to a complex MTB suspension repair

Additional Requirements:

• Ideal but not critical, proficiency with Google suite (Docs, Sheets) and Lightspeed
• Additional duties & overtime as required

Full-time Benefits after probationary period:

• Dental insurance
• Health insurance
• Employee discount

Schedule:

• 8 hour shift per day, 40 hours per week - Weekends

Experience:

• Customer Service: 1 year (preferred)
• Cycle Mechanic: 1 year (preferred)

Job Types:

• Full-time, Permanent, wage: $18.00-$25.00 per hour

We offer a competitive salary, benefits package, and opportunities for advancement within our company.

If you are enthusiastic about cycling and possess the skills and experience to excel in this role, we encourage you to apply by sending your resume and a cover letter outlining your qualifications and interest in the position to ben.moore@steedcycles.com. Please include "Customer Service / Sales" in the subject line of your email.