ABOUT THE JOB:

As a Customer Experience Sales Team Lead, you bring the personal and engaging customer service of a local bike shop to the online buying experience for our customers. You work closely with consumers, clients and other TPC departments to create an exceptional customer experience.

In this role, you will be responsible for helping the team succeed by assisting in the one-off situations, working through escalated calls and cases, and guiding the team around maintaining and hitting our service level agreements. In addition to supporting the team, you will also be responsible for individual contribution towards our key performance indicators. As part of a dynamic team, your flexibility and willingness to help will play a key part in TPC’s mission to disrupt the bike industry.

WHAT YOU’LL DO:

• Lead and convert potential customers to the right product through phone, chat and email
• Contribute to both individual and team revenue targets
• Facilitate knowledgeable conversation to our customers and create trust through a follow up process
• Work closely with support and fulfillment teams to set clear expectations for the customer
• Responsible for detailed reporting and tracking on individual daily tasks, invoices, and channel communications, including preparation for weekly team meetings
• Identify areas for improvement based on customer feedback
• Work with internal team on customer experience initiatives
• Demonstrate proficiency with internal systems and software
• Conduct the majority of our training and coaching sessions with both onboarding new hires and also facilitating/providing continued education for current teammates
• Work closely with management to maintain and create SOPs to keep the team up to date on new processes and procedures
• Keep the team motivated and engaged throughout your shift by offering guidance and support; manage the team to meet business needs throughout the day
• Take escalated situations and see issue resolution through from beginning to end
• Work with CX leadership to help with quality assurance for our email, chat, and phone interaction
• Facilitate conversations with management around cross-departmental initiatives
• Lead various team projects in conjunction with management
• Serve as manager on duty during shifts - including weekends

ABOUT YOU:

• 2-3 years of experience working in the bike industry on the retail, service, and/or manufacturer side, ideally working in online e-commerce sales
• You are personable (especially virtually) and have the ability to manage stressful situations
• You have a service mindset with a passion for providing a fantastic customer experience and an inherent motivation to help others; you’ll always go the extra mile to make sure the job gets done right
• Excellent written, verbal, and interpersonal skills
• You have strong initiative and are willing to jump right in and make things happen
• Thrive in a collaborative and fluid environment that may result in changing priorities
• A positive and professional attitude and a consistent work ethic, must be self-motivated and work well alone as well as on a team in remote or in-person environments
• Enthusiastic about the outdoor/cycling industry, the people it attracts, and all the gear!

THE PERKS OF WORKING AT TPC:

• Salary Range: $24-27/hr., depending on experience
• 3 weeks paid vacation, 6 paid holidays, 3 floating holidays, and a paid day off on your birthday
• 100% medical, dental, vision benefits, with a 60% dependent contribution
• Company paid disability and life insurance
• 401k with generous company matching
• Stock options: we’re all owners!
• A fun, relaxed, and flexible work environment
• WFH Flexible: this position is preferred hybrid with flex space in our Louisville HQ, but may be performed remotely in AR, AZ, CO, IL, MN, NM, NJ, SC, TX, VT
• All-hands company meeting keeps you engaged and connected to the business and your team members
• A culture of transparency with regular updates on company performance
• Group rides and amazing industry discounts