Customer Experience Lead

Jenson USA • Riverside, CA

1d • $22 - $25 • Onsite

About The Position

Northern 45 is the U.S. sales and distribution partner for performance cycling brands. Based in Riverside, CA, we handle the full commercial operation for the brands we represent, including logistics, merchandising, marketing, and rider support. We are looking for a Customer Experience Lead to own the full rider experience for the brands Northern 45 supports, from initial product inquiries through post-purchase needs. This role will also be responsible for building the processes and standards as Northern 45 grows. The Lead will manage day-to-day customer service and sales operations across all support channels, assist riders with product selection, provide expert recommendations, and identify opportunities to grow sales while ensuring an exceptional customer experience. Additionally, this person will be the resident expert on warranty claims and technical inquiries, evaluating requests, determining claim eligibility, coordinating with manufacturers, and performing hands-on inspection and diagnosis when needed. This role will collaborate closely with the Brand Manager and shared warehouse, operations, and sales teams. As the Lead, this individual will also help build the function by developing processes, SOPs, and standards in conjunction with the Brand Manager. As the team expands, the Lead will train new hires and handle escalated cases, including difficult customer situations and complex warranty claims.

Requirements

• High school diploma or GED required
• Complex bike expertise required
• Strong written and verbal communication skills — clear, friendly, and professional
• Tech-savvy and comfortable learning new software
• Highly organized with the ability to manage multiple tasks and priorities simultaneously across sales, service, and warranty work
• Able to translate information clearly and simply, whether explaining a product or walking a customer through a warranty process
• Sound judgment and the ability to work independently; knows when to ask for help and when to act
• Collaborative team player who works well across departments
• Comfortable documenting processes and turning “how we do it” into clear, repeatable SOPs
• Genuinely passionate about mountain biking and connected to rider culture
• Rider-first mindset: committed to delivering an exceptional experience in every interaction
• Calm under pressure, empathetic when it counts, and solutions-focused when things get complicated
• Self-directed and dependable — comfortable working remotely with accountability and ownership
• High integrity, low ego
• Willingness to work a flexible schedule, including occasional weekends, is required

Nice To Haves

• Some college or relevant coursework a plus
• Any customer service, sales, support, or retail experience is a plus — what matters more is attitude and a willingness to learn
• Prior experience training, mentoring, or informally leading others is a plus — this role grows into people leadership as the department scales
• Experience with Microsoft Office, CRM/ERP tools, or order management systems is a plus

Responsibilities

• Serve as the primary contact for customer service and sales inquiries across email, phone, and support channels
• Guide customers through product selection by understanding their needs, riding preferences, and intended use
• Support online sales initiatives by providing feedback on customer questions, purchasing trends, and opportunities to improve the buying experience
• Manage order support including order status updates, shipping inquiries, returns and exchanges, and product availability questions
• Provide timely, accurate, and rider-focused responses to pre-sale and post-sale questions
• Ensure every customer interaction reflects a premium, customer-first, solution-oriented experience
• Educate customers about the brands we serve, their products, brand history and culture
• Coordinate with other department support teams to handle overflow inquiries as needed
• Conduct warranty intake, evaluation, and resolution processes for the brands we support
• Act as the primary liaison between internal teams, brand partners, and third-party manufacturers to facilitate efficient claim resolution
• Coordinate with peers and leadership for diagnosis, repair, and replacement decisions
• Track and document warranty cases from submission through resolution
• Create, process, and manage warranty replacement orders using software platforms such as SAP, Microsoft Dynamics 365, and Jira
• Communicate clearly with customers regarding timelines, outcomes, and next steps
• Ensure warranty decisions align with company policy, product standards, and rider fairness
• Perform physical inspections and functional testing of returned products and components to determine warranty eligibility and identify root causes of failure
• Coordinate with warehouse and operations teams to ensure smooth workflow for replacement parts and fulfillment
• Educate customers on product features, maintenance, and troubleshooting to help resolve technical inquiries and promote proper bike care
• Diagnose and resolve technical issues by reviewing customer descriptions, photos, videos, and diagnostic data
• Collaborate with product teams to investigate technical concerns and support root cause analysis
• Partner with marketing and the web team to develop and maintain self-help resources, FAQs, and technical articles
• Stay current on emerging bike technologies, industry trends, and new product releases to provide accurate technical support and recommendations
• Partner with the Brand Manager to build and continuously improve the processes, SOPs, and workflows that run Northern 45's customer care, sales, and warranty functions
• Train and onboard new hires as the department grows, serving as the go-to resource for both sales standards and technical/claim-handling practices
• Take ownership of escalated customer claims and complex warranty cases that require additional judgment or authority
• Identify recurring issues and trends across both customer service and warranty work, and recommend process or policy changes to improve efficiency and the rider experience
• Act as a key partner to the Brand Manager in scaling the department's structure, tools, and standards as Northern 45 adds brands and headcount

Benefits

• Medical Insurance: 100% paid employee only HMO coverage, no cost to you. If you have other qualifying coverage, you may receive a $150 monthly stipend. If you are out of network, additional costs may apply.
• Time Off: 15 days (3 weeks) of Paid Time Off, 7 Paid Holidays and an extra day off to ride (Bike Day) awarded each year on your work anniversary.
• Employee Purchase Program: Access to purchase our full inventory at cost + 3.5%.
• Retirement Plan: 401(k) Plan with 4% matching.
• Additional Insurance: Dental, vision, and supplemental insurance options
• Flexible Spending Accounts
• Professional Growth & Development Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED