Seasoned Cycling Technical Support Specialist – Customer Service & Product Expertise at brighthush

About brighthush

brighthush is a leading online retailer that brings the world of cycling and action sports to enthusiasts everywhere. With a curated selection of premium bikes, gear, apparel, and accessories, we empower riders to push their limits while enjoying the freedom of the open road. Our mission is simple: deliver exceptional products, unparalleled service, and a community that celebrates the joy of cycling. As we continue to grow, we’re looking for passionate, knowledgeable professionals who share our commitment to quality and customer satisfaction.

Why Join brighthush?

• Impactful Work: Every interaction you have with a customer shapes their experience and reinforces brighthush’s reputation for excellence.
• Dynamic Environment: Work alongside a diverse team of cyclists, engineers, and marketers who are constantly innovating.
• Growth Opportunities: From entry‑level roles to senior leadership, brighthush offers clear career pathways and mentorship programs.
• Flexibility: This is a fully remote position, giving you the freedom to work from anywhere in the United States while maintaining a healthy work‑life balance.
• Competitive Compensation: A base salary of $41,600 per year, complemented by performance bonuses, stock‑option plans, and a comprehensive benefits package.
• Community & Culture: Join a community that values collaboration, continuous learning, and a passion for cycling.

Key Responsibilities

As a Cycling Technical Support Specialist, you will be the frontline expert for our customers, ensuring they receive the best advice, support, and solutions for their cycling needs. Your day‑to‑day tasks will include:

• Providing timely, accurate technical assistance via phone, email, and live chat for a wide range of cycling products.
• Consulting customers on product selection, maintenance, and troubleshooting to maximize satisfaction and loyalty.
• Managing order inquiries, returns, and exchanges while coordinating with the fulfillment and logistics teams.
• Documenting all customer interactions in our CRM system, ensuring data integrity and actionable insights.
• Collaborating with product specialists to stay current on new releases, updates, and industry trends.
• Participating in continuous improvement initiatives to streamline support processes and enhance the customer journey.
• Assisting in the creation and maintenance of knowledge‑base articles, FAQs, and instructional videos.
• Monitoring and reporting on key performance metrics such as response time, resolution rate, and customer satisfaction scores.

Essential Qualifications

• High school diploma or equivalent; a bachelor’s degree in Mechanical Engineering, Sports Science, or a related field is a plus.
• Minimum of 2 years of experience in a customer‑facing role, preferably within the cycling, sporting goods, or retail industry.
• Strong mechanical aptitude with hands‑on experience in bicycle maintenance, repair, and troubleshooting.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and comfortable navigating web-based tools and CRM platforms.
• Excellent written and verbal communication skills in English, with the ability to explain complex technical concepts in simple terms.
• Typing speed of at least 25 words per minute, with a keen eye for detail and accuracy.
• Ability to work independently in a remote setting, managing time effectively and meeting deadlines.
• Physical capability to sit for extended periods and lift up to 20 lbs when necessary.

Preferred Qualifications

• Experience with e‑commerce platforms such as Shopify, Magento, or similar.
• Knowledge of cycling brands, components, and industry standards (e.g., Shimano, SRAM, Campagnolo).
• Familiarity with troubleshooting software tools used in bike diagnostics.
• Multilingual abilities, especially in Spanish or French, to serve a broader customer base.
• Previous exposure to data analysis or reporting tools (e.g., Tableau, Power BI).

Key Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional service.
• Strong problem‑solving skills and the ability to think critically under pressure.
• Adaptability and a willingness to learn new technologies and product lines.
• Team player who thrives in a collaborative, fast‑paced environment.
• High level of professionalism and integrity in all interactions.
• Proactive attitude toward process improvement and innovation.

Career Growth & Learning Opportunities

At brighthush, we believe in investing in our people. As a Cycling Technical Support Specialist, you will have access to:

• Structured onboarding and mentorship programs to accelerate your learning curve.
• Regular training sessions on new product releases, industry trends, and advanced troubleshooting techniques.
• Cross‑functional projects that expose you to marketing, product development, and logistics.
• Clear promotion pathways to senior support roles, product specialist positions, or managerial tracks.
• Annual performance reviews with actionable feedback and goal setting.
• Opportunities to attend cycling events, trade shows, and conferences to expand your network and expertise.

Work Environment & Culture

brighthush fosters a culture of inclusivity, innovation, and continuous improvement. Our remote team enjoys:

• Flexible working hours that accommodate different time zones and personal commitments.
• Regular virtual team‑building activities, such as cycling challenges, trivia nights, and wellness webinars.
• Open communication channels, including Slack, Microsoft Teams, and monthly all‑hands meetings.
• A commitment to sustainability, reflected in eco‑friendly packaging, carbon‑neutral shipping options, and community outreach programs.
• Recognition programs that celebrate individual and team achievements.

Compensation & Benefits

While the base salary for this role is $41,600 per year, brighthush offers a comprehensive benefits package designed to support your well‑being and professional growth:

• Health, dental, and vision insurance with competitive coverage options.
• 401(k) retirement plan with company match.
• Paid time off (PTO) and paid holidays.
• Employee discount on all brighthush products.
• Professional development stipend for courses, certifications, or conferences.
• Wellness program including virtual fitness classes and mental health resources.
• Annual company‑wide retreat (subject to health guidelines) to foster team cohesion.

How to Apply

If you’re ready to combine your love for cycling with a career that values expertise, customer service, and growth, we’d love to hear from you. Click the link below to submit your application and join the brighthush team.

Apply to this job

Closing Statement

At brighthush, we’re more than just a retailer; we’re a community of riders, innovators, and problem‑solvers. If you’re passionate about cycling, eager to help customers achieve their best rides, and ready to grow within a forward‑thinking organization, this is the place for you. Apply today and pedal your career forward with brighthush.