This requires detailed systems and operational knowledge of all departments and a deep understanding of the needs of cyclists.

The Customer Service team seeks to improve customer loyalty and retention by minimising effort for everyone coming into contact with our services.

Internally, the team is responsible for all departments to fulfil customer-facing tasks, including staff orders, uniforms and allowances, and managing transaction data for purchases, warranties, exchanges and returns, to ensure business objectives are met. The MAAP Expert supports this proactively with a commitment to continuous improvement.

This role demands deep operational knowledge across MAAP’s processes, systems, and departments, coupled with an authentic understanding of the cycling and apparel industries, to meet and exceed the expectations of discerning customers who value premium design and high performance.

Resolving customers' queries will often require the ability to identify and troubleshoot technical issues within our e-Commerce and operations systems.

Key Responsibilities:
- Participate in and contribute to a high-performance team culture
- Manage warranty claims, order tracking, returns, order changes, cancellations, fraudulent transactions, missing deliveries, stock management and complaints with empathy, clarity, and efficiency.
- Resolve technical issues that disrupt the timely fulfilment of online orders
- Understand and anticipate the expectations of high-performance cyclists, aligning service delivery with the brand’s premium positioning and performance-driven ethos.
- Comply with and assist in developing initiatives to prevent financial loss to MAAP to ensure revenue protection goals are met
- Contribute to continuous improvement initiatives within the Customer Service department.
- Act as the first point of contact for B2C, B2B and internal customer inquiries, providing timely, knowledgeable, and engaging responses.
- Deliver consistent, exceptional end-to-end customer experiences - not just responding to - anticipating the customer’s needs, and always minimising the effort required for the customer to find what they are looking for
- Develop comprehensive knowledge of MAAP’s products, processes, systems, policies, and procedures, and make suggestions for improvement
- Collaborate closely with finance, marketing, logistics, ecommerce, retail, and operations teams to minimise customer effort and ensure seamless internal collaboration
- Proactively identify opportunities to enhance the customer experience, providing feedback and recommendations to the MAAP Lead Expert and Customer Service Manager

Qualifications and Skills:
- A cyclist with an understanding of the needs of those who prioritise performance, aesthetics and design above all else
- Demonstrated excellence in a customer-facing role, ideally within cycling, apparel, or premium lifestyle brands
- Strong understanding of cycling apparel, cycling culture, the cycling industry, and customer expectations within premium markets
- Exceptional communication skills
- Highly organised with strong attention to detail and the ability to manage multiple tasks simultaneously
- Proven ability to work collaboratively across various business functions and departments
- Proficient in using customer service, e-commerce and logistics software and CRM systems

Performance Metrics:
-Revenue protection targets
-Customer Effort Score and NPS
-Contribution to team and departmental improvement initiatives
-Resolution times and effectiveness
-Accuracy and completeness of operational knowledge
-Adherence to MAAP values

This role is fully remote, based from our business in Germany or the Netherlands. Days of work are Sunday-Thursday.