MAAP was established in 2014 with a mission to inspire cyclists to go further, on their terms. Today, we create high-desire performance products for a global community of riders who sit at the intersection of sport, style and culture.

We’re looking for a Customer Service Lead to join our Customer Service team - a hands-on leadership role responsible for supporting our Customer Service Coordinators to deliver an exceptional customer experience across every interaction.

This role combines frontline customer support with day-to-day team leadership. You’ll manage complex customer queries and escalations, lead daily team rhythms, support roster management, coach team members, and help identify opportunities to improve how we service our global customer base.

What you’ll be responsible for

• Managing complex customer interactions and escalations through to resolution
• Supporting the Customer Service team to consistently deliver premium, proactive customer service
• Leading daily team meetings, task delegation and roster coordination
• Conducting regular one-on-ones, coaching and supporting team development
• Monitoring service standards, operational processes and customer experience metrics
• Partnering with the Customer Service Manager and cross-functional teams across eCommerce, logistics, finance, marketing, retail and operations
• Championing continuous improvement across the customer service function

What we’re looking for

• Proven experience in a customer-facing role, ideally within cycling, apparel, premium retail or lifestyle brands
• Strong leadership, coaching and team coordination capability
• Excellent communication, organisation and problem-solving skills
• Confidence working with customer service platforms, eCommerce systems, logistics tools or CRM systems
• A strong understanding of premium customer expectations
• An active interest in cycling, performance apparel and design-led product

This is a great opportunity for someone who loves customer experience, enjoys leading from the front and wants to help shape how MAAP supports riders globally.