Bike Shop – Bike Warranty Specialist

CSC Generation•West Valley, UT

21h

About The Position

At Backcountry, our mission is to connect people to their passions. Our four online stores—Backcountry, Competitive Cyclist, MotoSport and, SteepandCheap—aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content. The Bike Warranty Specialist is responsible for assessing and coordinating warranty claims between customers and vendors for bikes and bike parts. This role involves clear communication with customers throughout the warranty process, managing bike returns, and evaluating the condition of used and returned gear. The ideal candidate brings knowledge of bikes and outdoor gear, strong analytical skills for assessing gear condition, and a commitment to excellent customer service. This position will report into the Bike Assembly Operations Manager.

Requirements

High School Diploma or Equivalent
Excellent working knowledge of all current Bike Products and parts as well as associated soft goods
Knowledge of Microsoft 365 including Outlook, Excel, and Forms
Basic familiarity with AI tools such as Claude or similar productivity-focused AI assistants

Responsibilities

Respond to all emails in a 24-hour (business days) period
Monitor and manage incoming emails through the warranty bike channel
Field warranty claims from both internal and external customers
Gather and document relevant case information including issue type, purchase date, warranty status, and vendor details
Work through an assigned case list to prioritize and resolve open warranty claims
Set up warranty SKUs, receive SKUs, and create orders for customers
Process bike specific returns for bikes and bike parts using Interchange
Locate and ship parts that were missing or damaged on new bike orders
Ship bad products to vendors in exchange for credit or replacement parts
Add warranty and replacement items into inventory as needed
Identify, count, and sort packages and inventory with a high level of accuracy
Communicate with customers throughout the warranty process to provide updates and resolve issues
Utilize Microsoft 365 tools including Outlook for email management, Forms for data collection, and Excel for tracking and reporting
Create, compile, and maintain reports for accounting
Reconcile data between Excel Docs and Interchange reports
Maintain a clean and tidy work area
Assist in training as needed
Work autonomously and manage open warranty cases independently in the absence of the Warranty Supervisor

Benefits

Executive Access: Work directly with brand CEOs and senior leadership, solving real business problems and earning mentorship from top operators.
AI-First Skill Building: Get hands-on with the most advanced AI tools in the market. From automation to prompt engineering, you’ll build a modern tech stack that sets you apart in any industry.
Accelerated Career Path: High performers are quickly entrusted with greater responsibility, new challenges, and leadership opportunities across our portfolio of brands.
Competitive benefits: Paid time off policies, 401(k)/RRSP match, medical/dental/vision and a variety of supplemental policies, and employee discounts at our portfolio companies.

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