THE ROLE

Reporting to the Customer Service Manager, you will implement our customer support strategy across Canyon Southern Europe. As a primary voice of Canyon for Southern European riders, you will guide customers through their entire journey—offering expert advice on pre-purchase inquiries, assisting with order placement, and providing dedicated post-sales support once their bikes arrive. This role blends exceptional customer care, technical curiosity, and problem-solving drive.

This position is based on-site at our regional office in Tres Cantos, Madrid. Please submit your application documents in English.

YOUR JOB AS PART OF THE CANYON CREW

• Expert Rider Consultation & Order Support: Personalization of product guidance assists riders in choosing the right bike model and frame size, while inquiries regarding payments, order management, shipping, and delivery are seamlessly resolved.
• Lifetime Rider Support: Delivering swift, efficient solutions for post-purchase claims, component replacements, and long-term service needs ensures our riders stay on the trail throughout their bike’s lifecycle.
• Customer Satisfaction & Service Excellence: Driving core customer satisfaction KPIs (CSAT, NPS, resolution times) is achieved by providing well-informed, accurate, and timely solutions for an exceptional rider experience.
• Multi-Channel Communication: Serving as the primary point of contact for Southern European riders involves managing pre- and post-sales relationships across phone, email, and live chat.
• Process Improvement & Reporting: Identifying workflow bottlenecks, suggesting service enhancements, and contributing to performance reporting optimizes regional customer service channels.
• Commercial & Regional Collaboration: Close partnership with Marketing teams enables the successful execution of commercial campaigns, regional plans, and community initiatives across Southern Europe.
• Community Activation: Representing Canyon through participation in brand activations, demo rides, and cycling events (including occasional weekends) connects our team directly with rider:innen.

HOW YOU BECOME PART OF THE RACE

• Professional Background: Solid experience in customer service, e-commerce support, or sales within cycling retail forms the foundation of your profile.
• Cycling Passion & Technical Understanding: A genuine passion for cycling, sports, and outdoor lifestyle goes hand in hand with a solid basic understanding of bicycle mechanics and technical specs.
• Software & Tool Skills: Proficiency in MS Office (Word, Excel, PowerPoint) is required; practical experience with CRM systems (Salesforce) and ERP platforms (SAP) is considered a strong plus.
• Communication & Mindset: Outstanding communication skills, high empathy, strong customer orientation, and a proactive problem-solving approach define your working style.
• Adaptability & Resilience: The ability to perform effectively under pressure and adapt to peak seasonal demand periods characterizes your daily approach.
• Language Requirements: Native-level/fluent Spanish combined with business-level English skills (written and spoken) are essential; proficiency in Italian or Portuguese is a major advantage.