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Customer Experience Specialist

4 months ago

Camden, Greater London, United Kingdom Apidura Ltd Full time

Apidura.

Built from a passion for adventure, cycling and the outdoors, Apidura produces ultralight equipment to enable cyclists to travel farther, faster and more comfortably. Our relentless commitment to producing high quality, thoughtfully designed products has made Apidura the leading choice in lightweight cycling packs.

Job description

Apidura is looking for a passionate, skilled, and highly motivated Customer Experience Specialist, with a focus on Logistics, to join our London team. As a key member of our Customer Experience Team, you will play a crucial role in ensuring that our customers receive first class service & support through their bikepacking journey.

We're seeking a candidate who's not only passionate about cycling but also shares our values. As part of our global brand, we need a self-starter who is comfortable with ambiguity and actively seeks out solutions. Joining our small, agile team means embracing quick thinking, wearing multiple hats, and eagerly seizing opportunities to make an impact.

Responsibilities

The core responsibilities of the position will include:

  • Providing exceptional customer support via Email, Phone and Live Chat.
  • A core part of the role focuses on logistics, which involves taking ownership of our deliveries & returns processes. Working with our courier partners to ensure our customers are kept up to date along their journey, troubleshooting issues as they arise.
  • Support & build relationships with our customers on their bikepacking journey from pre purchase all the way to fitment and beyond.
  • Advocating for, as well as organising Apidura's repairs program to prolong the life of its' products.
  • Recording and analyzing customer feedback to work with the wider Apidura team to drive business change.

Skills and Experience

The ideal candidate for this position will:

  • 1-2 years' experience in a customer support dedicated role.
  • Experience working with Zendesk or similar CRM platform.
  • Experience in working with global logistic partners, such as FedEx, Royal Mail & UPS.
  • Be highly organised, analytical and pay close attention to detail.
  • Have outstanding verbal and written communication skills.
  • Be self-motivated, results-driven and innovative, with the ability to multi-task.
  • Proficient at working with data on Excel.
  • Have the interest, energy and flexibility to work in the fast-paced environment of a growing business and wear multiple hats.

Additional requirements

  • Candidate must be authorized to work in the UK.
  • Have experience with bikepacking or cycle touring and the passion to become an expert in this area.

What We Offer:

  • Financial support for your bike packing and racing adventures.
  • Access to our Gear Library which includes tents, clothing and outdoor equipment for any trips.
  • Extensive industry discounts.
  • Flexible Wednesday mornings for bike riding or other sports and wellness activities.
  • Role-specific hybrid working arrangements.
  • Monthly socials and activities.
  • Professional development with access to courses and further education.
  • Opportunities to work from our Annecy office.
  • Enhanced Parental Leave.

Apidura is committed to operating in a fair and socially responsible manner, this includes our stance on ensuring diversity, equity and inclusion, both in cycling and in the workplace. Apidura is an accredited Living Wage Employer, a member of the Better Business Act Coalition and a certified B Corp.

Based in: Camden office, London – This position is primarily office-based, offering the flexibility of four days in-office and one day working remotely.

Remuneration: Depending on experience

Contact: Rosie at Please send an up-to-date CV and short cover letter (500 words max.).