Wahooligan Experience Specialist

As a Wahooligan Experience Specialist, you’ll play a key role in delivering an outstanding customer experience to our global community of athletes. Similar to a customer service position, this role focuses on resolving customer inquiries, providing product insights, and ensuring that every interaction reflects Wahoo’s commitment to excellence.

Are you ready to make a difference for Wahooligans worldwide? If so, we’d love to hear from you!

Key Responsibilities

• Provide exceptional support to customers via email, chat, and phone, ensuring quick and complete resolution of inquiries.
• Identify and address customer issues by determining the cause, proposing effective solutions, expediting corrections, and following up to ensure satisfaction.
• Utilize the customer service management system (e.g., Zendesk) to log, track, and manage interactions.
• Communicate with customers throughout the resolution process, providing updates on product status (e.g., received, tested, replaced, canceled).
• Assist with pre-sale inquiries by explaining product features and differences to prospective customers.
• Maintain a database of product issues for analysis and collaborate with developers to resolve technical challenges.
• Manage inventory flow for customer returns, warranties, and replacements, ensuring efficient resolutions.
• Test returned products to collect feedback and identify issues.
• Coordinate shipments of defective products to manufacturers for testing or credit.
• Oversee the in-house inventory of spare and refurbished parts.
• Contribute to team success by achieving measurable outcomes.

What We’re Looking For

• Experience: 1–3 years in a customer service role, preferably in a technology-focused company.
• Technical Aptitude: Strong ability to learn and follow technical processes; familiarity with Zendesk, Google Drive, and Microsoft Office is a plus.
• Customer-Centric Approach: Exceptional interpersonal skills with a friendly, patient, and professional demeanor.
• Problem-Solving Skills: Ability to handle complaints tactfully, resolve issues effectively, and prioritize tasks.
• Communication: Excellent written and verbal communication skills with practiced listening abilities.
• Detail-Oriented: Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Resilience: Thick-skinned and capable of managing challenging customer interactions.
• Ownership: Self-motivated with a bias for action and a commitment to delivering results.
• Flexibility: Willingness to work flexible hours, including evenings and weekends.
• Passion for Fitness: Enthusiasm for endurance sports, particularly cycling and running.
• Language Skills: Foreign language proficiency is a bonus.