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For Companies At a Glance
- Tasks: Lead rider support, manage warranty journeys, and enhance customer experience.
- Company: Pon Bike UK, home to exciting bike brands like Santa Cruz and Cervelo.
- Benefits: Competitive salary, dynamic work environment, and opportunities for growth.
- Why this job: Join a passionate team and make a real difference in the cycling community.
- Qualifications: Experience in customer service, leadership skills, and bike knowledge.
- Other info: Collaborative culture with a focus on continuous improvement and innovation.
The predicted salary is between 36000 - 60000 £ per year.
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)
Rider Support Manager employer: Pon.Bike Performance GmbH
Contact Detail:
Pon.Bike Performance GmbH Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Rider Support Manager
✨Tip Number 1
Get to know the company inside out! Research Pon Bike UK and its brands like Santa Cruz and Cervelo. Understanding their values and products will help you tailor your approach and show that you're genuinely interested in elevating the rider experience.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for standing out in the Rider Support Manager role. Personal connections can make a huge difference!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service and team leadership. Think of specific examples from your past experiences that demonstrate your ability to manage support tickets and improve customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to contribute to our No Missed Rides promise.
We think you need these skills to ace Rider Support Manager
Some tips for your application 🫡
Show Your Passion for Cycling: When you're writing your application, let your love for cycling shine through! Mention any personal experiences or stories that connect you to the brands we represent. We want to see that you’re not just a fit for the role, but also a fit for our cycling community.
Tailor Your Application: Make sure to customise your CV and cover letter for the Rider Support Manager position. Highlight your experience in customer service and team leadership, and how these skills can elevate our rider experience. We love seeing candidates who take the time to align their skills with our needs!
Be Clear and Concise: In your written application, clarity is key! Use straightforward language and get straight to the point. We appreciate well-structured applications that make it easy for us to see your qualifications and enthusiasm without wading through unnecessary fluff.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team at Pon Bike UK!
How to prepare for a job interview at Pon.Bike Performance GmbH
✨Know Your Brands
Familiarise yourself with Santa Cruz, Cervelo, Reserve, and OneUp. Understand their unique selling points and what sets them apart in the cycling industry. This knowledge will help you demonstrate your passion for the brands and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you've successfully resolved customer issues or improved service quality. Highlight your ability to communicate clearly and effectively, as this is crucial for building confidence with riders and ensuring a top-notch support experience.
✨Demonstrate Your Operational Mindset
Be ready to discuss how you've identified trends and implemented improvements in previous roles. Think about specific metrics you've tracked and how you've used data to enhance customer satisfaction. This will show that you can proactively manage the rider support operation.
✨Prepare for Team Leadership Questions
As you'll be leading the Rider Support team, think about your leadership style and how you motivate and develop your team. Prepare to share your approach to coaching and performance management, as well as any relevant experiences that showcase your ability to lead in a customer-focused environment.
