What are the responsibilities and job description for the Customer & Community Manager position at Terry Precision Cycling, LLC?
The Role
We’re looking for a Customer & Community Manager to be the voice of Terry for the riders who count on us. You’ll lead our small customer service team, own the customer experience from first hello to post-purchase care, and represent Terry out in the cycling community. If you love people, cycling, and turning great service into lifelong fans, this is your ride. This position is located in Burlington, Vermont.
What you’ll do
· Deliver customer support across phone, email, and live chat - order entry, order lifecycle, and timely problem resolution for retail and wholesale customers.
· Lead, coach, and schedule a team of 1–3 customer service representatives, including seasonal agents.
· Oversee product returns, exchanges, and RA requests across retail and Amazon channels.
· Support wholesale customers—inbound calls, order entry, the pro deal program, warranties, and event representation.
· Represent Terry at community and cycling events (some domestic travel)
· Turn customer feedback, service trends, and failures into better processes and a stronger Terry brand.
· Partner with the Marketing team on the Terry Ambassador program and VIP/loyalty programs.
What you bring
· 5 years of customer service experience, including 2 years leading or supervising a team.
· A track record of recruiting, training, and coaching service staff.
· Excellent written and verbal communication skills.
· Proficiency with order management systems (e.g., NetSuite, Shopify).
· Strong time management and the ability to juggle multiple priorities at once.
· A caring, collaborative, customer-first instinct—and ideally a passion for women’s cycling and the cycling community.
· A 4-year degree or equivalent experience.
Bonus points: ecommerce and/or wholesale customer service, familiarity with Amazon returns processing, social media and community-engagement experience, and experience representing a brand at events.
Travel & physical requirements
This role travels domestically 1 or more times a year (including air and car travel); a valid U.S. driver’s license are required. You’ll work extensively on a phone and computer and would be able to lift up to 25 lbs. occasionally.
Live our core values: act with integrity, be a true partner, create something special, deliver greatness, and keep the customer first.
Terry is a direct marketer and manufacturer of cycling apparel for women based in Burlington. Terry is an Equal Opportunity Employer.
Pay: $52,000.00 - $58,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Employee discount
- Flexible schedule
- Health insurance
- Paid time off
- Parental leave
- Retirement plan
Work Location: Hybrid remote in Burlington, VT 05401
Salary : $52,000 - $58,000