Rider Support Manager

Rider Support Manager page is loaded## Rider Support Manager locations:
Summerbridge, UKtime type:
Full time posted on:
Posted 2 Days Agotime left to apply:
End Date:
February 19, 2026 (29 days left to apply) job requisition :
JR100628

We are Pon Bike UK, home of
** Santa Cruz**,
** Cervelo**,
** Reserve**, and
** One Up**, four of the most exciting brands in the bicycle industry who tend to do things differently. We have over 25 years of cycling experience and our ultimate goal is to consistently build the best road and mountain bikes in the world, sold by the best retailers in the country.

We’re looking for a
** Rider Support Manager
** to lead and elevate our rider experience across all brands.
** The Role
** As Rider Support Manager, you’ll be the trusted face of our rider support operation. You’ll own the end-to-end warranty journey, building confidence with riders through clear communication, fast resolution and a relentless focus on quality. Every interaction should reflect our commitment to best-in-class service and our
** No Missed Rides
** promise.

With a strong operational mindset, you’ll proactively identify trends, prevent repeat issues and continuously improve the rider experience while working to global response and customer satisfaction targets. You’ll also be responsible for the day-to-day leadership, coaching and performance development of our Rider Support team.
** What the Job Looks Like
*** Managing all end-user rider support tickets exclusively within Hub Spot CRM
* Tracking and reporting weekly performance against global targets to the Managing Director
* Managing workflows and pipelines to ensure service targets are consistently met
* Collaborating weekly with global Rider Support teams to identify issues, patterns and long-term fixes
* Forecasting and managing warranty stock levels across multiple brands
** What You Bring
*** Proven experience leading or managing people in a customer-focused environment
* Self-motivated, target-driven and comfortable owning performance outcomes
* A strong track record of delivering excellent customer service and end-user support
* Bike-literate, tech-confident and comfortable working within CRM platforms (Hub Spot experience a bonus)
Our mission at Santa Cruz Bicycles is to make the best bicycles and to have fun doing it. For over 25 years, we’ve been doing just that, and finding unique and innovative solutions for everything from suspension design to manufacturing processes along the way.

We offer a relaxed working environment, local singletrack, and the opportunity to work with a group of bike enthusiasts.

But what we really want is what you have to offer us. We want to attract job seekers that are looking for a brand that they can be an integral part of, and not just "a company to work for". It's the individual personalities, and the raw enthusiasm for the brand that makes this place special, and that comes directly from the employees of Santa Cruz Bicycles.
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