Technical Customer Service

Cambria Bike

Technical Customer Service Role

Part time / Freelance

Remote

The Role

We’re looking for a passionate bike expert to join our online cycling business on a part-time / freelance basis, working approximately 2–3 hours per day.

This is not a traditional customer service role. We’re looking for someone who genuinely understands bikes, components, compatibility and current product trends across a wide range of brands.

You’ll provide expert assistance with both after-sales technical support and pre-sales advice.

For example:

• Helping a customer determine whether they have installed their brakes correctly
• Troubleshooting component or installation issues
• Advising on compatibility between different components
• Helping customers choose the right groupset, wheels, drivetrain, brakes or other components
• Answering technical questions and helping customers make confident buying decisions
• Keeping up with current cycling products, standards and component trends

We operate a 1st and 2nd line support model, so you will only receive enquiries that require genuine cycling expertise. You won’t be spending your time answering basic questions such as “Where is my order?” — those are handled by our first-line support team.

Who we’re looking for?

The most important thing is deep cycling knowledge and a genuine passion for bikes.

You don’t necessarily need previous customer service experience. We’re happy to consider someone from a mechanic, shop, racing, enthusiast or other cycling background who has excellent product knowledge and a friendly, flexible attitude.

You should be comfortable communicating with customers, explaining technical concepts clearly and admitting when you need to investigate something rather than guessing.

Hours & Rate

This is a part-time / freelance role of approximately 2–3 hours per day, with some flexibility around when those hours are worked.

Rate: $25–35 per hour, depending on your experience and level of technical knowledge.

Applications

If you think this role is a perfect fit, please answer the following questions:

• Tell us about your experience with cycling and cycling products. What types of bikes, components or brands are you most familiar with?
• A customer has bought a Shimano crankset but isn’t sure which bottom bracket they need. What information would you need from them before recommending one.
• What are the main differences between SRAM Force AXS and Rival AXS road groupsets, and what would make you recommend Force over Rival to a customer?
• A customer has a Shimano 11-speed Ultegra drivetrain and wants to fit a new 11-speed cassette. What would you check before recommending a cassette, particularly regarding cassette range and freehub body?
• A customer says their Shimano hydraulic disc brake feels spongy after transporting their bike. What would you ask them to check, and what would you suspect?

E-mail

davidf@cambriabike.com