Customer Service Agent

Position Summary

The Lifetime Support Agent at Canyon Bicycles USA is responsible for delivering high-quality post-purchase customer service and support. As the first point of contact for Canyon customers, Agents assist with bike functionality, spare parts, technical troubleshooting, and the initiation and resolution of warranty claims.

This role focuses on providing clear, empathetic, and solution-oriented support to ensure a consistently positive customer experience. The work of the Lifetime Support Agent directly contributes to customer confidence, brand loyalty, and Canyon's reputation for premium service.

Essential Job Functions

Deliver best-in-class customer service

• 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.

Develop and maintain Canyon product expertise

• 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.

Develop OEM technical knowledge

• Participate in Canyon-curated OEM training programs to understand service procedures, troubleshooting protocols, and warranty processes specific to partner components.

Manage customer cases effectively

• 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.

Utilize internal systems efficiently

• 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.

Meet individual performance targets

• 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.

Minimum Education & Work Experience Requirements

• High school diploma or equivalent required.
• 2-3 years of experience in customer service, retail, technical support, or a similar customer-facing role.

Preferred Knowledge, Skills, and Abilities

• 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.

Work Environment

Canyon Bicycles USA offers a professional, upbeat, and team-oriented work environment at our headquarters in Carlsbad, California. Our office features a world-class workspace and Canyon showroom highlighting our professional team and athlete bikes. This full-time role provides the opportunity to work in the cycling and sports industry alongside passionate teammates while contributing to a growing global brand.

Physical Factors

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Employees are regularly required to sit for extended periods, use hands to operate a computer, reach with hands and arms, and communicate verbally. The employee may occasionally be required to lift and/or move up to 25 pounds.

Disclaimer

The statements above describe the general nature and level of work performed by individuals assigned to this role and are not intended to be an exhaustive list of all responsibilities, duties, or skills. Canyon Bicycles USA reserves the right to modify duties or assign additional responsibilities as business needs evolve.