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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 top cycling brands with a unique approach.
- 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 focused on innovation and excellence.
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 in Harrogate employer: Santa Cruz Bicycles
Contact Detail:
Santa Cruz Bicycles Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Rider Support Manager in Harrogate
✨Tip Number 1
Network like a pro! Reach out to people in the cycling industry, especially those connected to Pon Bike UK. A friendly chat can open doors and give you insights that a job description just can't.
✨Tip Number 2
Show off your passion for bikes! When you get the chance to speak with someone from the company, share your love for cycling and how it drives your desire to enhance rider experiences. It’s all about connecting on that level.
✨Tip Number 3
Prepare for the interview by diving deep into the brands Pon Bike UK represents. Know their products inside out and think about how you can contribute to their No Missed Rides promise. This will show you’re genuinely interested!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Rider Support Manager in Harrogate
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 achievements related to biking that can showcase your enthusiasm and knowledge about the industry.
Tailor Your Application: Make sure to customise your CV and cover letter to reflect the specific skills and experiences mentioned in the job description. We want to see how your background aligns with our Rider Support Manager role and how you can contribute to our mission.
Highlight Your Customer Service Skills: Since this role is all about elevating rider experience, emphasise your previous customer service roles. Share examples of how you've resolved issues and improved customer satisfaction in the past – we love a good success story!
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 keen on joining our team at Pon Bike UK!
How to prepare for a job interview at Santa Cruz Bicycles
✨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 solutions in previous roles. Think about specific instances where you've proactively improved processes or prevented repeat issues, as this aligns perfectly with the responsibilities of the Rider Support Manager.
✨Get Comfortable with HubSpot
If you have experience with HubSpot CRM, great! If not, take some time to learn the basics. Being tech-confident and familiar with CRM platforms will give you an edge, as managing rider support tickets efficiently is a key part of the job.
