What are the responsibilities and job description for the Sales Support Advisor position at Mike's Bikes?
Description
The Sales Support Advisor plays a critical role in driving revenue and delivering a high-touch, expert-led customer experience. As one of the first points of contact for our customers, this role is responsible for turning inbound inquiries into meaningful interactions that build trust, drive conversions, and create long-term relationships. Through deep product knowledge and a passion for cycling, the Sales Support Advisor helps customers find the right solution for their needs, reinforcing the Mike’s Bikes rider-first experience and giving customers a reason to return.
We believe exceptional service is a key differentiator. Our team is expected to deliver thoughtful, knowledgeable, and personalized support that goes beyond the transaction. Every interaction is an opportunity to build trust, strengthen relationships, and create a customer experience that stands apart.
Responsibilities:
- Deliver best-in-class service across phone, email, chat, and social channels
- Guide customers through product selection with expert, rider-first recommendations
- Build and maintain relationships through follow-up and ongoing communication
- Identify opportunities to upsell and increase order value through thoughtful recommendations
- Monitor, triage, and respond to inquiries through CRM support ticketing system
- Assist with order management including edits, cancellations, and BOPIS support
- Dispatch and route orders through ShipStation and internal systems
- Support store teams with customer inquiries and order-related requests
- Contribute to product content improvements across Mike's Bikes product catalog
- Assist with Shopify, HubSpot, and Lightspeed tasks as needed
What your bring to the role:
- Minimum of 2 years related work experience in a similar role or field
- Passion for cycling and strong product knowledge (preferred)
- Customer-first mindset with a focus on building relationships, not just closing transactions
- Ability to multitask and manage multiple conversations in a fast-paced environment
- Exceptional customer service and communication skills
- Excellent operational, time, and project management skills
- Ability to actively listen, identify customer needs, and provide tailored solutions
- Schedule: flexibility including weekends, mornings and evenings until 7:00pm PST
- This is a hybrid role with occasional in-office requirements (typically 2–4 days per month), based on business needs
Hourly Range: This compensation package will be dependent on experience, qualifications, and industry experience with a starting range between $24-$26/hr plus a bi-weekly bonus potential of $500 based on performance metrics (e.g., SLA, CSAT, NPS)
Company Perks:
- Paid time off (PTO)
- Medical and dental benefits for full-time employees
- 401(k) Retirement Plan with Employer Matching up to 8% after 90 days of employment (50% of your elected contribution)
- Bike Bonding Day: An extra day off awarded each year when you purchase a new bike
- Access to our full inventory via Employee Purchase Program at a generous discount
- Professional Growth & Development Opportunities
- Get paid to ride your bike!
Salary : $24 - $26