Marketing

Customer Care Specialist (Maternity Cover)

Maternity Cover - Full time | Cinisello Balsamo, MI (Italy)

About us

The global platform for buying dream bikes: Italian marketplace of high-end bicycles, with a hybrid business model (E-Commerce: buying and reselling second-hand bicycles, mostly from World Tour teams, and Marketplace, where stores sign up to publish and sell their inventory).

The role

We aim to bring our customers the best experience by offering top-notch products and a unique digital experience. We’re looking for a Customer Care Specialist (Maternity Cover) to join our team and ensure our customers receive the best support and guidance when choosing their next bike. This role goes beyond traditional customer service, combining after-sales care, concierge service, and technical consulting to assist high-end cycling enthusiasts. This role will have KPIs to assess customer care's impact on e-commerce revenue, including NPS and resolution time. Sales influence, retention, and repeat purchases—will track how service quality drives long-term engagement.

Responsabilities

  • Handle customer inquiries via ticketing system, email, live chat, and phone calls, providing timely and helpful responses about orders, shipping, and FAQs.
  • Explaining products by providing product information, and recommending a solution for the customer’s needs and issues.
  • Offer personalized advice to customers looking for their ideal bike, using your knowledge of high-end cycling to guide their choices.
  • Maintain effective communication with customers to provide ongoing information flow. 
  • Problem-solve with a solution-oriented approach, helping customers even when their preferred bike is unavailable by offering alternatives.
  • Maintain Bike-room.com’s tone of voice, ensuring a professional yet engaging and passionate communication style.
  • Collaborate with sales and logistics teams to provide accurate information and smooth purchasing experiences.
  • Be the voice of our customers and enhance our company processes by providing feedback to the marketing, sales, and logistics teams. 
  • Impact business performance by enhancing the customer experience and supporting revenue growth through personalized recommendations and problem-solving.

Required qualifications

  • Experience in customer service, sales, or concierge-style support—preferably in cycling, sports retail, or e-commerce.
  • Technical knowledge of cycling (brands, components, sizing, performance differences) to confidently assist high-end customers.
  • A problem-solving attitude and the ability to turn challenges into positive customer experiences.
  • Strong communication skills with a natural ability to engage customers and build relationships.
  • Fluency in Italian and English and at least one more language (additional languages are a big plus!).
  • Creativity, attention to detail, and ability to work effectively both in a team and independently.
  • Good organizational and time management skills.
  • Positive attitude and openness to feedback and continuous learning

Passions

We believe that passion is the engine of innovation and creativity, and we are particularly interested in candidates who have personal interests in one or more of the following areas:

  • Cycling
  • Outdoor Sports
  • Scale-Up & Technology

Job offer

  • RAL proportional to experience (range €25-€35k)
  • Office in Cinisello Balsamo (Via Monfalcone 15), face-to-face work (with the possibility of remote working days)
  • Benefits: meal vouchers of €8 each
  • Type of contract: we offer a permanent contract, preceded by a probationary period to allow both the candidate and the company to assess mutual compatibility. Our goal is to build lasting and productive working relationships based on trust and professional development.

How to apply & recruiting process

  • Send your CV with a brief introduction to careers@bike-room.com
  • Interview with a member of the founding team
  • Case study with founding team
  • Reference check and offer

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. Bikeroom reserves the right to amend this job description at any time.

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