Customer Service and Warranty Technician

Job Description

Customer Service and Warranty Technician

At Silverfish, we don’t just distribute bikes and gear, we live for the ride. Since 1999, we’ve partnered with some of the finest brands in the industry like FOX Factory, Race Face, Easton, Yeti Cycles, 100%, SDG, Marzocchi, Michelin and more. We deliver world class kit and back it up with service that keeps riders riding and retailers smiling.

As we continue to grow across the UK and Europe, we’re looking for a motivated, practical, and bike mad specialist to join our Customer Service and Warranty crew. Based at Silverfish HQ, you’ll be right at the heart of the action, keeping our retailers and riders supported, and our warranty and service flow running smooth.

Your mission

You’ll be a great connection point between Silverfish HQ, our brand partners, our sales team and our network of brilliant bike dealers. This isn’t just a desk job. You’ll be hands on, proactive, and properly involved. From diagnosing issues on the bench to sorting claims and keeping customers in the loop, you’ll help make sure every rider gets the best experience with our brands.

If you love being on the tools, enjoy a good technical puzzle, and get a buzz from finding solutions for people, you’ll fit right in.

What you’ll be getting stuck into

• Deliver first class customer service every time, to independent bike dealers and consumers.
• Jump on the phones, live chat and email to help process orders and add value when the moment is right.
• Be the go-to for all customer enquiries, order queries, technical questions, and service support across our brand portfolio.
• Diagnose faults on bikes and components, then recommend the right fix fast and clearly.
• Process warranty claims efficiently and accurately, following brand and Silverfish best practice.
• Keep customers updated with clear timelines, progress, and outcomes. No black holes, no chasing.
• Handle returns credits and exchanges, with accuracy and pace.
• Manage accounts and backorders so dealers stay stocked and stoked.
• Share product feedback and recurring issues internally so we keep improving the ride.
• Maintain workshop standards and flag any workshop needs to the Customer Services Manager.
• Step in and troubleshoot technical issues when the Customer Services Manager is off site.
• Repair and service demo bikes and components including hydraulic brakes, droppers, wheels, drivetrains, and other shiny things.
• Support internal product training when needed.
• Get involved at trade shows or brand events when required. We show up properly.

What we’re looking for

Essential:

• Experience in customer service, warranty, sales support, or workshop roles within cycling or outdoor.
• Solid understanding of bikes, components, and how the UK bike trade works.
• Confident on the tools with strong fault finding and repair skills.
• Calm, helpful, solutions first mindset.
• Clear communication that makes customers feel looked after on phone, email and Live chat.
• Organised, switched on, and happy juggling priorities in a fast-paced team.
• Comfortable with Microsoft Office and keen to learn our systems.
• Ability to repair and service hydraulic and pneumatic cycling equipment.

Desirable:

• Cytech Level 3 or equivalent mechanical qualification.
• Experience with suspension systems, e-bikes, and major component brands such as Shimano, SRAM etc.
• Wheel building qualification or solid wheel building experience.
• A couple of years in a similar customer service, warranty or technical support role.

Why ride with Silverfish?

We don’t just distribute world class bike brands, we live and breathe the ride. At Silverfish, you’re part of a crew that cares about doing things properly, helping each other out, and pushing the industry forward. 

Our DNA:

• We’re up for it.
• We’re on it.
• We give a shit.
• We’re in it together.

You’ll benefit from:

• Competitive salary, dependent on experience.
• 25 days holiday (rising to 27 after 3 years).
• Discretionary company bonus.
• Shorter working week – Mon-Thu 9.15 am – 5.30 pm,  Friday 2.30 pm finish.
• Cycle to Work scheme & retailer discount schemes.
• Big savings on our brand roster.
• Pension scheme (post probation).
• HQ based role with proper bike culture and a team that backs each other.

We’re driven by passion, powered by teamwork, and committed to growth. If you’re looking to build your career at the core of the bike world—and join a crew that genuinely lives the lifestyle—here’s your moment.

Ready to Ride?

If you’ve got the skills, drive, and enthusiasm to help shape the future of Silverfish, we want to hear from you.

Silverfish is a committed equal opportunities employer.