EXPERTISE:To qualify for this role, you will need to have extensive knowledge of bike parts, bike industry, bike apparel, and bike equipment.
If you have a passion and understanding of bikes and love customer service, we would be very interested in connecting with you about this position. In brief, you’ll translate Competitive Cyclist and Backcountry’s vision for our Gearheads into a meaningful context that our riders can relate to and feel excited by. You’ll champion ownership, quality, and rider experience through authentic and meaningful customer interactions. All in the name of differentiating the Competitive Cyclist Gearhead experience to a point where customers couldn’t fathom shopping elsewhere. Our Gearheads are the lifeblood of Competitive Cyclist and Backcountry.
They’re the first folks customers interact with, and the reason customers return to our site. With Gearheads, a core competency in product expertise and a capacity to differentiate the customer experience will drive increased customer retention and purchase frequency, thereby generating top-line growth and margin expansion. We wholeheartedly believe high-touch service is a differentiator that our business thrives upon. Gearheads pride themselves on their expertise, in-depth technical knowledge of the gear we sell as well as a love of the activities it’s used for.
START DATE: Monday, March 16, 2026
LOCATION: Work from home, wired internet required, this is not a role you can work from a van or on trips. If you are in the SLC area and prefer to work in an office, you are welcome to work at our Gearhead Operations office in West Valley City.
SEASONAL INFO: This is a seasonal position, the length of seasonal employment is dependent on business demand and typically runs 3-6 months, however, a minimum timeframe cannot be guaranteed. Yes! We do often convert our high performing seasonal gearheads to regular status, these decisions are based on business demands and your performance. Seasonal positions are not eligible for benefits; however, you do get to participate in our employee discount perk and it's a good one!
What sort of scheduling availability are we looking for when hiring?
- If hired, your schedule will change weekly, we do not offer set schedules.
- Weekends: Availability to work at least one weekend day per week
- Weekdays: Availability on weekdays to work until 9:00 PM MST, though not necessarily every weeknight
What are the dates and requirements for training?
- Training Dates: March 16 - April 3, 2026
- Training Class Schedule: Monday - Friday, 9:00am - 5:00pm MST, you cannot miss any training during this time
- Training is, of course, paid and you will train from home
- We provide all equipment for training and for the job, you cannot use personal equipment
- If hired, once you complete training your schedule will change weekly, we do not offer set schedules
What you get to do every day:
- Provide concierge level service to our riders/customers
- Assist riders with general product questions
- Answer calls, chats, and emails
- Build and maintain relationships with our riders
- Solve problems, answer questions about orders, returns, shipping, and order status
- Contact customers via follow-up
- Learn our processes and systems to meet our customers' needs
- Work alongside a motivated and fun team full of riders that are passionate about bikes
- Build your product knowledge through training and assisting our riders
- Answer inbound calls and make outbound calls
What you bring to the role:
- Experience in the cycling industry preferred
- A passion for all things cycling
- A passion for helping people
- Must be able to use computers daily and have basic computer operating skills
- Must be able to multitask, prioritize, and think on your feet
- Customer service and sales experience strongly preferred
- Schedule flexibility including weekends and evenings until 10:00pm
- Ability to build and maintain long-term relationships with customers
- Ability to use active listening to identify customer needs, concerns, and complaints
- Ability to effectively communicate both verbally and written required
- Able to work efficiently and effectively within multiple channels of inquiries
