Wahooligan Experience Specialist

At Wahoo, our employees call themselves Wahooligans. To be a Wahooligan means to be driven by the purpose of building a better athlete. It means to be inspired by the vision of being THE global leader in smart fitness and training. It means operating by a core set of values that include challenging the status quo, supporting each other, doing the right thing, taking ownership of your work and having fun.

Wahooligans have been completely transforming the way endurance athletes train since we launched the first smart trainer for cyclists in 2013, the KICKR. Since then, whether it be our indoor bike trainers, our GPS bike computers, our sensors, our pedals, our software and now, our treadmills, we have never stopped innovating and we don't plan to any time soon. As a company that is constantly innovating, we need to hire great people and often ask them to do things that push them out of their comfort zone. After all, as Wahooligans, we find comfort in discomfort. If you are up for that kind of challenge, we invite you to keep reading.

For a company like Wahoo, it may seem obvious but we want to be super clear about our commitment to being an equal opportunity employer that welcomes everyone. It is our desire to build and maintain a workforce that is as diverse as the athletes we serve! We are looking for creative, self-starters, who think differently. We want to be sure we have the best people, in the right jobs, doing great work in an engaging, fun, welcoming and challenging environment!

If you are excited about being a Wahooligan, we encourage you to apply for our job opportunities.

As a Wahooligan Experience Specialist, you’ll play a key role in delivering an outstanding customer experience to our global community of athletes. Similar to a customer service position, this role focuses on resolving customer inquiries, providing product insights, and ensuring that every interaction reflects Wahoo’s commitment to excellence.

Are you ready to make a difference for Wahooligans worldwide? If so, we’d love to hear from you!

Key Responsibilities

• Provide exceptional support to customers via email, chat, and phone, ensuring quick and complete resolution of inquiries.
• Identify and address customer issues by determining the cause, proposing effective solutions, expediting corrections, and following up to ensure satisfaction.
• Utilize the customer service management system (e.g., Zendesk) to log, track, and manage interactions.
• Communicate with customers throughout the resolution process, providing updates on product status (e.g., received, tested, replaced, canceled).
• Assist with pre-sale inquiries by explaining product features and differences to prospective customers.
• Maintain a database of product issues for analysis and collaborate with developers to resolve technical challenges.
• Manage inventory flow for customer returns, warranties, and replacements, ensuring efficient resolutions.
• Test returned products to collect feedback and identify issues.
• Coordinate shipments of defective products to manufacturers for testing or credit.
• Oversee the in-house inventory of spare and refurbished parts.
• Contribute to team success by achieving measurable outcomes.

What We’re Looking For

• Language Skills: Foreign language proficiency is a bonus - especially German.
• Experience: 1–3 years in a customer service role, preferably in a technology-focused company.
• Technical Aptitude: Strong ability to learn and follow technical processes; familiarity with Zendesk, Google Drive, and Microsoft Office is a plus.
• Customer-Centric Approach: Exceptional interpersonal skills with a friendly, patient, and professional demeanor.
• Problem-Solving Skills: Ability to handle complaints tactfully, resolve issues effectively, and prioritize tasks.
• Communication: Excellent written and verbal communication skills with practiced listening abilities.
• Detail-Oriented: Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Resilience: Thick-skinned and capable of managing challenging customer interactions.
• Ownership: Self-motivated with a bias for action and a commitment to delivering results.
• Flexibility: Willingness to work flexible hours, including evenings and weekends.
• Passion for Fitness: Enthusiasm for endurance sports, particularly cycling and running.