eCommerce Customer Service Lead

Contender Bicycles is seeking our first eCommerce Customer Service Lead to elevate the online rider experience. Reporting directly to the President, this role will be the frontline connection for customers who can’t visit our brick-and-mortar stores, ensuring they receive the same personalized, concierge-level service we’re known for. As the team grows, this position will evolve into a management role, leading and developing additional eCommerce Customer Service Representatives.

You’ll collaborate closely with every department across our shops, gaining a broad understanding of the business while playing a key role in customer retention and loyalty. By combining product expertise, problem-solving skills, and a true passion for cycling, you’ll help riders unlock the life-changing benefits of the bike—whether they connect with us in-store, online, or by phone.

Responsibilities

• Serve as the primary point of contact for all eCommerce customer interactions (phone, email, chat), ensuring issues are resolved quickly and effectively.
• Manage requests related to orders, returns, exchanges, and product inquiries.
• Handle escalated customer concerns with professionalism, empathy, and sound judgment.
• Troubleshoot and resolve technical product issues.
• Develop and refine customer service policies, ensuring consistency across all platforms.
• Track and analyze service metrics to identify trends and recommend improvements.
• Train, onboard, and coach new team members, fostering a high-performing service culture.
• Partner with sales, marketing, and product teams to address customer needs and enhance the overall experience.

Qualifications

• Solid knowledge of bicycle technology and products.
• Ability to price out frame custom frame up builds.
• Strong verbal and written communication skills.
• Excellent problem-solving, critical thinking, and decision-making abilities.
• A customer-first mindset with a passion for delivering exceptional service.
• Ability to manage multiple priorities in a fast-paced environment, even under pressure.
• 2–3 years of experience in sales and/or customer service (bike industry preferred).
• A genuine passion for cycling and making a positive impact on riders.

Benefits and Pay

• Pay range: $20 to $25 per hour
• Health, dental and pet insurance
• HSA/FSA
• 401(k) matching
• Sick leave and PTO
• Flexible schedule
• Employee discount