Customer Support Manager - Cycling San Francisco

Company: Veloklub
Location: San Francisco
Posted on: May 24, 2025

Job Description:

We are seeking a highly motivated and experienced Customer Support Manager to lead our customer service efforts in the cycling and endurance industry, operating on a contractual basis. The ideal candidate will demonstrate a strong passion for cycling, possess exceptional leadership and communication skills, and showcase a proven track record of delivering outstanding customer service.Responsibilities:

• Respond promptly and professionally to customer inquiries via phone, email, and chat.
• Respond promptly and professionally to escalated customer inquiries via phone, email, and chat.
• Provide accurate product information, technical support, and assistance with product selection.
• Document customer interactions and maintain accurate records in our CRM system.
• Oversee the processing of orders, returns, and exchanges efficiently and accurately.
• Resolve customer complaints and issues with empathy and diplomacy, ensuring a positive resolution.
• Communicate effectively with internal teams to address customer concerns and improve processes.
• Develop and maintain positive relationships with key customers and vendors.
• Stay updated on product knowledge, industry trends, and company policies to provide accurate information to customers.
• Assist with maintaining customer databases and records, ensuring accuracy and confidentiality.
• Proactively identify opportunities to improve the customer experience and recommend solutions.
• Collaborate with the sales and marketing teams to support promotional campaigns and initiatives.
• Uphold company values and brand image in all interactions with customers and stakeholders.
• Analyze customer service metrics and reports to track performance and identify areas for improvement.
• Develop and implement customer service policies and procedures to enhance efficiency and customer satisfaction.
• Train and onboard new customer support specialists to ensure a high standard of service.Requirements:
  • Passion for cycling is essential.
  • Strong understanding of cycling products and terminology.
  • Previous experience in customer service management or a related field.
  • Excellent communication skills, both verbal and written.
  • Strong problem-solving abilities and a customer-centric mindset.
  • Ability to multitask and prioritize tasks in a fast-paced environment.
  • Proficiency in using CRM software and other customer service tools.
  • Flexibility to work evenings, weekends, and holidays as needed.
  • Proven leadership and team management skills.
  • Ability to analyze data and generate reports to drive improvements in customer service.Expertise:To be considered for this role, you must have a deep understanding of the cycling industry, cycling apparel, bicycle components, and related equipment.
    
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Keywords: Veloklub, Ceres , Customer Support Manager - Cycling San Francisco, Executive , San Francisco, California