Cervélo exists to Make Riders Faster. You'll see our bikes on the road, on the trail, and under some of the most elite athletes in the world. We're a small group of passionate riders, dedicated to delivering the best bikes in the world. It's not all CAD and wind tunnel time, though. We're headquartered in Aliso Viejo, California, a sweet corner of Orange County where you can ride on and off road year-round. Coming off a historic year in which Cervélo bikes won the overall in three Grand Tours (the only bike brand in history to do so, and our second time doing it), our ambitions have never been higher, and we're looking for talented, driven people to join our team.

About You

This role is a critical, multi-faceted position focused on providing premium, end-to-end technical and logistical support to both retailers and direct consumers of Cervélo products. You act as a primary liaison, ensuring complete satisfaction, solving complex technical issues, and contributing to overall product quality and global knowledge sharing.

WHAT DOES YOUR DAY LOOK LIKE?

Retailer/Customer Support

• Provide premium technical support to retailers and consumers within Cervélo outlined KPI metrics.
• Resolve retailer and consumer issues by providing solutions to meet the needs of the customer and Cervélo.
• Follow-up with retailers and consumers to ensure complete satisfaction
• Manage HubSpot Customer Ticket inquiries within specified parameters.
• Provide a fast, precise, and personal experience.
  
  

Quality Control

• Provide regular and thorough reports to Quality Assurance regarding common issue
• Recognize trends in quality issues and communicate back to QC in a timely manner.
• Manage coordination of requested frames/parts per requested by QC team.
  
  

Product Liaison

• Coordinate with manufacturers on ensuring consistent messaging, product, and tech info is demonstrated on Cervélo website.
• Assists in creation of product key tools that enhance customer understanding of product.
• Influences decision-making in ensuring product sheets align with messaging.
• Assist in managing small parts/forks on B2B/dealer portal.
  
  

Shopify

• Experience in Shopify store management, product listing optimization, and customer service is a plus.
• Troubleshoot and resolve e-commerce issues quickly and efficiently.
  
  

Global Support

• Acts as a technical resource for the global tech support team
• Presents valuable data, insights, and customer trends on global calls.
• Assists global teams in navigating difficult technical cases
  
  

Shipping And Receiving

• Prepare orders by processing requests and supply orders; pulling materials; packing boxes; placing orders in the delivery area for pickup.
• Coordinate with all Customer Experience teams to fulfill specific and ongoing inventory and shipping needs to dealers/consumers.
  
  

What You Bring To The Table

• 1-3 years’ experience in customer service/experience for a premium consumer goods/cycling company preferred.
• SAP, CRM, Hubspot, or experience with similar enterprise software is a plus.
• Technical experience in the bicycle retail industry is required. Cervélo specific product knowledge is an asset.
• Strong organizational, decision-making, and problem-solving skills, with the ability to communicate, present, and build relationships effectively across cultures and functions.
  
  

LANGUAGE SKILLS: Ability to read and comprehend and explain documents in English. Effectively communicate, verbally and in writing, in English.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the overall duties and responsibilities of this job.

HOURLY PAY RANGE: This compensation package will be dependent on experience, qualifications, industry experience and the interview with a potential range between $25-$30/hr.

Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the overall duties and responsibilities. While performing the duties of this job, the employee is regularly required to stand, walk, use of hands and fingers, handle, or feel, reach above head with hands and arms, lift, push, climb, stoop, kneel, crouch, and/or crawl, pull, talk and hear. The employee must lift and/or move up to 20 pounds. Vision may be corrected within normal range. The noise level in the work environment is quiet.