Customer Service Supervisor - InCycle - Pomona, CA

ABOUT SPECIALIZED

Innovation has guided our every decision since 1974. As more riders of all ages get on the roads, trails, and streets than ever before, we’re here to do the best work of our lives to push the greatest human-powered machine into the future each and every day. We’re a team of barrier-breakers, disrupters, and problem solvers. We’re committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere.

In Company Owned Retail, we strive to be a transformative, inclusive, authentic, rider-focused, and collaborative team that creates the best bikes and delivers world-class rider care attention. Simply said, we provide quality in our products and to our riders at every interaction and are looking for a teammate to be a part of this growing team. Reach out – we’re here to help you build your career at Specialized.

JOB SUMMARY

We are seeking a Customer Service Supervisor based in Pomona, CA to lead our in-office team and help deliver industry-leading support.

ROLE AND RESPONSIBILITIES

• Lead and coordinate customer service team, providing regular performance feedback and coaching.
• Strategize, monitor, and optimize daily customer service operations to meet KPIs and customer satisfaction goals.
• Train, onboard, and mentor new teammates on company policies, customer service best practices, and product & technical knowledge.
• Support teammates with daily duties and escalate resolution support as needed.
• Manage department staffing, scheduling, and workflow to ensure efficiency.
• Handle escalated customer complaints and complex service issues with professionalism and empathy with a solutions-oriented mindset.
• Develop, implement, and maintain customer service policies, SOPs, and documentation to ensure consistency and compliance.
• Deliver exceptional pre- and post-sales technical support for online, in-store, and phone customers, including troubleshooting guidance.
• Provide timely and accurate support for sales, appointment booking, and assistance with store procedures.
• Oversee customer communications across phone, email, website, and social media platforms.
• Maintain accurate customer, product, and service records in ticketing systems.
• Stay current on product updates, competitor developments, industry trends, and internal processes.
• Participate in team meetings, trainings, and cross-functional projects and initiatives.
• Demonstrate strong technical knowledge of bicycle components and drivetrains; effectively guide customers through mechanical troubleshooting.
• Exhibit excellent organizational, problem-solving, and communication skills.
• Work independently, manage tasks efficiently, and adapt to changing priorities and a fast-paced, evolving environment.
• Other duties as assigned.
  

WHAT YOU NEED TO WIN:

• Minimum of 2 years of customer support experience in the cycling industry.

• Minimum of 2 years in a management or supervisory role, with ecommerce support experience preferred.
• Proficient in CRM platforms and related tools, including Zendesk, Confluence, Teams, Tableau, etc.
• Experience in sales within an e-commerce environment.
• Strong time management and organizational skills.
• Proficient with PC-based order entry systems, Microsoft Word, and Excel; familiarity with Oracle a plus.
• Excellent account management and customer relationship skills.
• In-depth technical knowledge of Specialized products and the cycling industry.
• Strong analytical and problem-solving abilities.
• Effective written and verbal communication skills, with professional demeanor.
• Ability to operate independently in a fast-paced, high-volume environment.
• Skilled in identifying issues, evaluating alternatives, and implementing effective solutions.
• Able to lift at least 50 lbs. or more and use proper lifting skills.

POSITION TYPE & EXPECTED HOURS OF WORK

This is a full-time, in-office position. Standard working hours are Monday through Friday, 8:30 a.m. to 5:00 p.m. While this role is primarily within these core hours, occasional overtime may be required based on business needs.

TELL ME MORE

• Competitive health care (Medical PPO or HDHP)*
• Dental*
• Vision*
• Health Savings Account (HSA)*
• Short and Long Term Disability*
• Company sponsored life insurance*
• Optional Term Life Insurance*
• Optional Critical Illness insurance*
• Optional Critical Accident insurance*
• Competitive vacation package*
• 401(k) with match
• 8 Weeks paid parental leave*
• Paid company holidays*
• Employee discounts on all product
• Deep partner retail discounts
• Fitness & Events Reimbursement*
• Employee Assistance Program*
• Commuter Benefits* if applicable in state
• Compensation: $70-$75k

*For eligible employees

Here at Specialized we believe that bikes have the power to change lives for the better. We are a culture of barrier-breakers, but we need your unique ideas and backgrounds to help us push boundaries and change the world. We are always looking for creative, innovative, and passionate people who can contribute to our mission of getting people outside. Regardless of your qualifications, if you think this could be you and you're ready to make a difference, please apply! We hope that you will reach out and show us how you can make an impact here.

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