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Specialized

Designs, manufactures, and sells bicycles

Rider Care Specialist

Customer SupportConfirmed live in the last 24 hours
Full-timePetaling Jaya, Selangor, MalaysiaNo salary listedIn-person

About the Job

Requirements

  • Customer service experience is required.
  • Bicycle industry experience in any capacity is advantageous.
  • A keen, holistic interest in understanding the bicycle industry is required.
  • The candidate must be able to converse with customers professionally and in line with the communications standard operating procedure.
  • The candidate must be willing to learn and use the systems to execute processes swiftly and accurately.
  • The candidate must be bilingual, with excellent written and spoken English and proficiency in at least one of Bahasa Malaysia, Bahasa Indonesia, Mandarin, or Thai.
  • The candidate must have technical understanding and mechanical proficiency with current high-end bicycle industry products and may be required to undergo an assessment.

Responsibilities

  • Serve as the first point of contact for customers’ order queries and technical support requests.
  • Support regional e-commerce order queries through contact channels and manage regional e-commerce cancellations and refunds.
  • Monitor and use B2B and B2C communication channels, answering and directing queries to the appropriate channels.
  • Use internal technical support tools to provide accurate information requested by customers.
  • Respond within established standard time frames.
  • Assist in overseeing AsiaHub-region communications responses.
  • Consult with customers to drive the B2C business and support B2B partners.
  • Advise customers seeking pre-purchase information, including basic sizing, component compatibility, and suitable models for intended use.
  • Understand retailers’ category strengths and direct customers to appropriate retail partners.
  • Convert communications-generated leads into sales by directing customers to appropriate channels.
  • Provide bicycle industry expertise to B2B and B2C customers.
  • Use internal order and support systems to serve customers.
  • Assist in managing inventory and orders of service and warranty parts.
  • Assist with expert assessment of product quality and warranty claims.

Desired Qualifications

  • Bicycle industry experience in any capacity.

About the Company

Specialized

Designs, manufactures, and sells bicycles

Specialized focuses on designing, manufacturing, and selling bikes and cycling gear for a wide range of riders—from pros to everyday commuters. Its products include mountain bikes, road bikes, cyclocross and triathlon equipment, along with components and accessories, plus services like bike fitting and maintenance. The company uses a direct-to-consumer approach via its website and retail partners, and it also partners with cycling teams and events to promote its brand. Specialized differentiates itself through a history of tangible product breakthroughs (such as the first production mountain bike) and engineering capabilities (its own wind tunnel for aerodynamic testing), plus a strong commitment to community initiatives like Outride and Soil Searching. Its overarching goal is to improve people’s lives through cycling by delivering quality, performance-driven gear, encouraging health and fitness, and supporting the cycling community.

Company size
1,001-5,000
Company stage
Series B
Total funding
$27.9M
Headquarters
Morgan Hill, CA
Founded
1974

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