THE ROLE

This role requires more than answering questions; it’s about anticipating needs, minimising effort, and ensuring that every rider, retailer, and partner feels the premium service MAAP stands for. With deep knowledge of our systems, products, and the cycling world, you’ll help shape a customer experience that matches the quality of our kit.

KEY RESPONSIBILITIES

• Act as the first point of contact for B2C, B2B, and internal customer inquiries, delivering timely, engaging, and knowledgeable responses.
• Deliver seamless end-to-end experiences, proactively anticipating customer needs and reducing customer effort.
• Handle transactions and queries including purchases, warranties, exchanges, returns, crash replacements, staff orders, allowances, and complaints with empathy and efficiency.
• Develop deep knowledge of MAAP products, processes, and systems, and provide feedback for continuous improvement.
• Participate in training programs to keep product, process, and technical knowledge sharp.
• Troubleshoot and escalate technical issues disrupting order fulfilment.
• Collaborate with finance, logistics, eCommerce, retail, and operations to ensure smooth internal workflows.
• Support initiatives to protect revenue and prevent financial loss.
• Contribute to team culture, performance, and customer-first improvement projects.
  

WHAT WE'RE LOOKING FOR

• You’re a cyclist—or deeply embedded in cycling culture—with an appreciation for performance, design, and aesthetics.
• Proven experience in a customer-facing role, ideally within cycling, apparel, or premium lifestyle brands.
• Strong understanding of premium customer expectations in the cycling and lifestyle space.
• Excellent digital communication skills and examples of applying them in professional contexts.
• Highly organised, detail-focused, and capable of managing multiple tasks in a fast-moving environment.
• Comfortable working remotely while thriving in a team-focused, accountable culture.
• Proficient with customer service, eCommerce, logistics, and CRM systems.
• A collaborative mindset with the ability to work cross-functionally.
  

HOW YOU'LL BE MEASURED

• Customer Effort Score (CES) & Net Promoter Score (NPS)
• Contribution to team and departmental improvement initiatives
• Resolution times and effectiveness
• Accuracy of product, process, and system knowledge
• Commitment to living and representing MAAP values

WHY JOIN MAAP?

At MAAP, you’ll do more than support customers—you’ll shape experiences that inspire riders worldwide. You’ll be part of a global team that values high performance, continuous improvement, and authentic connections to cycling culture.

If you’re ready to deliver premium service for a premium brand, we’d love to hear from you.

This role is fully remote, but ideally you'll be based in Europe. Days of work are Sunday-Thursday.