Technical and Warranty Services Specialist

• Provide expert-level technical assistance via phone, email, and web chat
• Diagnose complex mechanical or electronic bicycle issues remotely using photos, videos, and descriptions
• Act as the technical escalation point for Customer Service and Sales teams
• Serve as the primary intermediary between customers and external wholesalers/Australian partners
• Manage warranty claims from initial submission through final resolution, including replacement, repair, or compensation
• Assess and propose compensation or credit according to company policy and brand partner agreements
• Maintain accurate CRM records of technical advice and warranty outcomes
• Contribute to the internal and external Technical Knowledge Base
• Identify recurring product faults and provide feedback to the Product team
• Use AI tools and provided software to streamline response times and automate repetitive tasks
• Maintain high-volume output while ensuring technical accuracy
• Meet service benchmarks, including first responses within 20 hours and average follow-up responses under 2 business hours
• Maintain high customer satisfaction through win-win conflict resolution

• Deep knowledge of bicycle components, frame materials, and industry standards
• Fluent English, written and verbal
• Ability to translate complex technical jargon into simple customer instructions
• Experience with CRM systems such as Gorgias or Zendesk
• Experience with claims management software
• Experience with AI productivity tools
• Proven ability to manage high-stakes resolutions and frustrated customers professionally
• Own and maintain computer equipment and peripherals
• Consistent, high-speed internet connection suitable for VOIP and high-volume web-based applications
• Strong knowledge of bicycles, components, and accessories
• Relevant technical and end-to-end warranty claims experience
• Submit a current resume and brief cover letter explaining interest, relevant experience, and bicycle knowledge

• Responsible for providing and maintaining own computer equipment and peripherals, including a noise-canceling headset
• High-speed internet connection suitable for VOIP and high-volume web-based applications
• Full-Time employment
• Remote work arrangement