Canyon Bicycles US · 1 day ago
Customer Service Agent
Carlsbad, CA, US
Full-time
Hybrid
Entry, Mid Level
2+ years expCanyon Bicycles USA is seeking a Lifetime Support Agent to deliver high-quality post-purchase customer service and support. The role involves assisting customers with bike functionality, technical troubleshooting, and warranty claims, ensuring a positive customer experience and contributing to brand loyalty.
Retail
Responsibilities
Provide professional, empathetic, and solution-focused support across all customer interactions
Demonstrate a solid understanding of Canyon’s products, policies, and service standards to resolve customer inquiries effectively
Build and sustain strong product knowledge through structured training provided by Canyon and ongoing self-guided learning
Regularly reference internal resources such as product documentation, technical bulletins, bike launch materials, and the Canyon website
Participate in Canyon-curated OEM training programs to understand service procedures, troubleshooting protocols, and warranty processes specific to partner components
Handle multiple customer cases simultaneously while navigating complex product issues and external dependencies
Accurately document case details, follow escalation protocols, and collaborate with internal teams or external partners as needed to drive resolution
Use Canyon’s core business systems to manage daily tasks and customer cases
Develop working proficiency in tools such as SAP, Salesforce, and SharePoint through training and hands-on experience
Achieve assigned KPIs including Customer Satisfaction Scores (CSAT), case volume, contact rate, schedule adherence, and compliance with case-handling standards
Actively participate in coaching and feedback sessions to continuously improve performance and customer outcomes
Qualification
Required
High school diploma or equivalent required
2–3 years of experience in customer service, retail, technical support, or a similar customer-facing role
Preferred
Experience using help desk or CRM software and remote support tools
Familiarity with SAP, Salesforce, Outlook, and Microsoft Office applications
Ability to manage multiple communication channels simultaneously (phone, email, chat)
Strong verbal and written communication skills, including the ability to de-escalate challenging customer situations
Comfortable working in a fast-paced, performance-driven environment
Self-motivated problem solver who takes ownership of customer issues
Ability to work a flexible hybrid schedule, including some weekend coverage
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