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Careers - Service Support

Our Service Support Specialist would be primarily working at a desk answering service phone calls, responding to service emails and assisting with the coordination of suspension service & warranty. Don’t worry though, there will definitely be times you’ll be turning a wrench. You are often the first interaction a customer will have with the service shop, and a strong customer service focus is imperative. This position requires you to have a very strong & current knowledge of bicycles, repairs & parts, in addition to solid problem solving skills. If you can educate a customer with the difference between an integrated headset and an internal one, you’re the type of person we want!

What we are looking for:

  • Strong bicycle mechanic background - ideally 3+ years in a bicycle service shop
  • Prior experience in customer service via phone, email, chat
  • Passion for developing relationships with customers & suppliers
  • Impeccable attention to detail 
  • Ability to multitask & skilled at online research
  • Ability to learn quickly in an ever changing environment
  • Professional communication with managers and team members
  • A passion for all things cycling
  • Friendly personality compatible with a fast-paced but fun shop dynamic

Communication method(s) used:

  • Email
  • Phone
  • In-person, in-store

Job Duties:

  • Answer incoming service inquiries
  • Collaborate with management teams to stay updated on new products, services, and policies
  • Record service information within our customer database
  • Schedule service appointments & keep customers informed about the status of their repairs
  • Engage with clients in a friendly and professional manner while actively listening to their concerns
  • Communicate with suppliers & vendors to help answer questions, get timelines for product, compatibility & other answers as needed
  • Coordinate, organize & track outgoing and incoming suspension service work (SRAM, Fluid Function, Suspension Werx)
  • Offer support and solutions to customers in accordance with the company's customer service policies
  • Other duties as requested

Additional Requirements:

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

Full-time Benefits (after 3 months):

  • Dental insurance
  • Health insurance
  • Employee discount

Schedule: 8 hour shift per day, 40 hours per week - Weekends

      Salary: $18.00-$25.00 per hour dependant upon experience