Remote Bicycle Service Specialist

Do you know your way around bike tools and gear systems? Are you the person friends call when they can’t figure out how to get their brakes working or need help finding the right replacement part? If so, we’d love to have you on our team!

We're looking for a Remote Customer Service Representative to support our riders across the country. You'll help customers troubleshoot bike assembly, answer repair questions, and guide them through parts ordering—all from your home workspace.

• Answer incoming calls and emails from customers with questions about:

  • Product setup & assembly

  • Troubleshooting bike issues

  • Replacement parts and compatibility

  • Returns, warranties, and general product use

• Help customers find the right solutions—striving for first-call resolution

• Use product manuals, digital guides, and system tools to provide clear and accurate help

• Process customer orders, returns, and payments using SAP and internal tools

• Work closely with other departments to make sure the customer journey is smooth

• Support co-workers and flex between tasks as needed during busy times

• Handle escalated complaints professionally and follow proper procedures

• Strong mechanical knowledge of bicycles (assembly, maintenance, common part compatibility)

• Excellent communication skills—you can explain technical things in simple terms

• Comfortable working with computers, documents, and digital customer support systems

• Calm under pressure, solutions-focused, and genuinely like helping people

• Ability to stay organized while managing multiple conversations and systems

• Prior customer service or tech support experience (especially remote)

• Familiarity with bike brands, drivetrains (Shimano, SRAM, etc.), or repair shop workflows

• Experience using SAP or similar order entry/CRM systems

• Active Listener – You tune in to customer concerns and confirm understanding

• Problem Solver – You break down technical issues and guide customers toward fixes

• Customer-Focused – You always keep the rider’s experience front and center

• Eager Learner – You stay curious and grow your product knowledge continuously

• Self-Aware – You reflect on your performance and use feedback to improve

• 100% remote work – no commute!

• A team that loves bikes as much as you do

• Supportive training and ongoing development

• Opportunities to grow with the brand

Activus Connect is only hiring for this role within the United States at this time. This is a temporary role with an expected duration of 90 days.

• $15.25 per hour
• Paid time off
• Community time
• Referral program
• Dental and Vision Insurance
• Health Insurance
• Completely remote work

Technical Requirements:

• Desktop or Laptop Computer (Tablets, Chromebooks, WinBooks, Macs, Virtual Machines etc are not permitted)
• Processor: 2GHZ processing power or better
• Minimum 8GB RAM
• High Speed Internet Access with 20MBPS Download and 20MBPS Upload or better
• You are unable to use a wireless internet connection for this position, you must be hardwired
• VPN's are not permitted while on the clock
• Dual Monitors, at least 20 inch.
• Wired USB headset for taking calls.

Department: Customer Experience
This is a seasonal full-time position