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Cannondale · 1 month ago

Customer Experience Manager, Tech

Wilton, Connecticut

Full-time

Hybrid

Entry, Mid Level

2+ years exp

Cannondale is a leading innovator in the cycling world committed to building a diverse and inclusive workforce. The Customer Experience (CX) Manager, Tech will manage the CX Expert, Tech team to provide advanced technical support and warranty expertise, driving operational excellence and enhancing customer support.

Manufacturing

Responsibilities

Manage performance, employee relations, and career development for our CX Expert, Tech team with the aim of providing best-in-class product and customer support

Oversee hiring, disciplinary actions, and staffing decisions for both teams

Accountable for our Factory Tech Room (FTR) operations, ensuring timely parts ordering, issue tracking, and turnaround goals are met

Escalate warranty issues to Product Management and produce reports for Global QC meetings

Provide supplemental support for phone inquiries, claim resolution, and FTR Tech coverage as needed

Respond to dealer warranty and technical questions via phone and email

Maintain up-to-date technical expertise on bicycle components and systems and act as technical resource for the broader NA Commercial team

Foster a positive working environment and effective teamwork for a remote and hybrid team

Qualification

Team managementRecord-keeping skillsMicrosoft Office proficiencyProblem-solving skillsProfessional composureInterpersonal skillsAdaptability

Required

High school diploma or equivalent with 2–4 years of experience in a customer service environment

Experience managing a team and direct reports

Strong technical understanding of bicycle systems

Excellent record-keeping skills and attention to detail

Proficient in Microsoft Word, Excel, and Outlook, with ability to learn other software

Demonstrated problem-solving and decision-making skills

Strong verbal, written, computer, and interpersonal skills

Passion for bicycles and cycling

Ability to adapt to change and evolving scenarios

Maintain professional composure when working with external customers

Benefits

Comprehensive Medical/Prescription/Dental/Vision plans

Hybrid work environment

Generous Paid Time Off Programs

Life & Disability Insurance

FSA/HSA/Dependent Care FSA

401k and company match

Commuter Incentive Program

Volunteer Time Off

Voluntary benefits (critical illness, accident, and hospital indemnity insurances)

Great discounts on company products

Employee Wellness Program

EAP benefit

Parental Leave program

Access to group home and auto insurance

A mix of casual yet professional culture

Company

Cannondale

Cannondale and its handcrafted bicycles continue to be recognized by organizations from both inside and outside the industry. It is a sub-organization of Dorel Sports.

Founded in 1971

Wilton, Connecticut, USA

501-1000 employees