As a Customer Care Guide, you’ll be the vital link between Trek and our independent bicycle dealer customers, enhancing the Customer Care department with exceptional communication skills and dedication to follow-through. You’ll collaborate closely with warranty/ecommerce teams and territory managers to ensure dealers receive unparalleled service. This role supports customers in Canada and requires French and English proficiency.

Translate Competitive Cyclist and Backcountry’s vision for our Gearheads into a meaningful context that our riders can relate to and feel excited by. Champion ownership, quality, and rider experience through authentic and meaningful customer interactions. Provide concierge level service by answering calls, chats, and emails. Build product knowledge through training and assisting our riders.

As a Customer Support Advisor, you'll work within 1st tier support, collaborating with Technical Product Specialists, Customer Experience, and R&D. Your responsibilities include replying to customer inquiries, identifying product issues, logging feature requests, and providing outstanding service via phone, email, and chat.