Canyon Bicycles US · 1 day ago
Lead, Customer Service
Carlsbad, CA, US
Full-time
Onsite
Mid, Senior Level
3+ years expCanyon Bicycles USA is seeking a Lead for their Lifetime Support team to enhance post-purchase customer service for Canyon riders. This role involves coaching and supporting agents to ensure exceptional customer experiences and managing complex or escalated cases effectively.
Retail
Responsibilities
Coach and support agents to build a strong understanding of Canyon products, business processes, and customer service best practices
Reinforce soft skills such as empathy, clear communication, and effective problem resolution
Facilitate department-specific onboarding for new hires in alignment with the Canyon training program syllabus
Ensure new agents are set up for success through structured training and ongoing support
Maintain close attention to agent activity and case flow, adjusting priorities as needed to ensure efficient and effective case handling
Ensure agents adhere to scheduled working hours and accurately update their status within internal systems
Support agents with challenging or escalated cases by reinforcing standard protocols and collaborating on solutions
Conduct weekly quality audits of customer cases, complete required documentation, and review feedback with assigned agents
Provide ongoing coaching and training to ensure agents are proficient in key business systems, including SAP, Salesforce, and SharePoint
Support agents in achieving individual performance targets, including Customer Satisfaction Scores (CSAT), case volume, contact rate, and adherence to case-handling standards
Analyze low CSAT scores, maintain issue categorization, and use insights to inform coaching and identify recurring business or product challenges
Keep the Team Manager informed of emerging trends related to product quality, internal process gaps, and agent performance
Contribute to continuous improvement efforts by sharing actionable feedback from customer interactions
Qualification
Required
High school diploma or equivalent required
3–5 years of progressive experience in customer service, retail, technical support, or a similar customer-facing role
Demonstrated technical or specialized product knowledge
Proven experience supporting customers through complex issues, including troubleshooting, warranty, or service-related cases
Preferred
Additional education or certifications in customer service, technical support, or a related field are a plus
Experience with durable goods, cycling, or outdoor products is strongly preferred
Previous experience coaching, training, or mentoring peers is strongly preferred
Company
Canyon Bicycles US
Canyon aspires to be the most inspiring bike brand in the world.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Zachary Blume
Partnerships Coordinator
Company data provided by crunchbase