Technical Cycling Expert & Customer Support Specialist

We are looking for a knowledgeable cycling expert and technical support specialist to join our team. Please note that we are not a traditional bike shop or mechanical service center; rather, our focus is entirely on our proprietary product line. Every interaction in this role needs to actively support and elevate our brand, ensuring that riders experience the same level of high-end authority and trust they expect from us. You will act as a product expert - not just a generic customer service agent - helping riders navigate technical questions regarding product compatibility (such as whether a specific crankset fits a given bike), specific fit inquiries related to our items, and managing return-related questions. Rather than handling endless low-level order tracking (which is managed by our AI agents), your focus will be entirely on providing high-touch support for esoteric inquiries, as well as keeping our internal team updated on returns in process to ensure smooth operations and make our lives easier. The ideal candidate has a strong background in cycling, fitting concepts, or the cycling industry, with the ability to communicate technical biomechanical and product concepts clearly and helpfully to our customers. Responsibilities will include reviewing incoming customer queries from our Chatty inbox, providing expert product guidance, tracking and communicating active returns to our internal team, and helping riders choose the right equipment to optimize their setup. Experience with Shopify or e-commerce customer support tools is a plus, but deep passion and technical knowledge of our product ecosystem are absolute must-haves. We are looking for someone who communicates well, can work independently, and is ready to help us maintain the elite standard of expertise our brand is known for.