Online Pharmacist jobs in San Diego, CA

About Us

At BikesOnline, our mission and purpose of "Ride More, For Less" is born from our belief that cycling has the power to improve lives, and the environment. We love to break through old norms, to get bikes and products to our customers quickly and to have a laugh while we do it. 

Founded in 2011, we’re global in our approach and presence with near 80 staff in 6 countries and growing. We have a genuine focus on nurturing our team with perks like flexible work arrangements, health care, generous staff discounts, a commitment to ongoing learning and internal career progression across our international footprint. 

We are passionate cyclists who love inspiring others to ride more. We design our products, provide expert advice and support initiatives to encourage people from all walks of life to enjoy more cycling adventures. We are committed to delighting customers by sourcing and making quality products for less and providing a simplified and exceptional experience.

What You'll Do

The Warranty Team Leader (WTL) is pivotal in driving a positive and productive work environment. This individual leads by example, providing exceptional customer support and guiding our Customer Service Agents (CSAs) through complex scenarios. As a direct report to the Warranty Manager (WM), the WTL is instrumental in enhancing service levels, promoting continuous improvement, and fostering team development.

Key Responsibilities:

• Day-to-day supervision and support of the CSA’s.
• Providing ongoing on-the-job training for agents.
• Monitoring customer support ticketing platforms and e-commerce management systems by department and Agent and redistributing or allocating agents where appropriate to balance the team and work.
• Assisting the WM to identify, document and develop ideas, feedback and systems for process improvement and resolution of issues.
• Attends weekly meetings with the WM.
• Attends monthly meetings to discuss common issues, solutions & improvements with CSTL peers across the organisation.
• Monitoring agent performance across customer-facing communication channels weekly to ensure KPIs are on track and being achieved. Ensuring responses to customer service issues and reviews promptly.
• Coordinating and contributing to performance reviews for direct reports.
• The primary contact for inquiries and questions raised by agents through team collaboration tools, customer support messaging platforms, and email.
• Supporting agents with problematic or difficult customers/tickets and questions. Resolving first escalated tickets promptly, either via coaching the agent or directly taking ownership of the ticket and communicating with the customer.
• Process urgent warranty service orders and coordinate with external warehouse teams for fulfilment as needed.
• Ensures swift coordination with Accounts for timely approval of refunds and direct deposits.
• Rectify system issues for agents, such as access to Helpdesk support account, Neto, HRIS or logistics platforms.
• maintain regular interaction with the Polygon warranty team (via email) to keep relationships strong and ensure the warranty area can maximize outcomes.
• Other tasks as required.

What We Believe In

Our company values are integral to our culture and success. We expect that you embrace our core values, with behaviours and actions that:

• Delight the Customer.
• Focus on the Process.
• Take Responsibility.
• Learn Grow and Develop.
• One Team Together.

What You’ll Have

• A sound understanding of technical bicycle knowledge is essential.
• 2 years of experience working in a customer service leadership role.
• Experience working in a remote-based team.
• Experience providing customer support in an online environment.
• Familiarity with a broad range of bicycle products, including parts and accessories.
• Familiarity with Customer Resource Management (CRM), POS and inventory systems.
• Provision of quality customer service in written and spoken English.
• Proficiency in leading customer support ticketing platforms and e-commerce management systems.
• High level of ownership - take the initiative to investigate, identify critical information and provide solutions for problem-solving.
• Sound decision-making and analytical skills.
• Demonstrated multitasking and prioritisation abilities.
• Ability to always stay calm in stressful situations, diffusing heated scenarios or customers.
• Ability to walk the line between achieving customer satisfaction whilst adhering to company policy where possible.

Why You’ll Love Working Here

When you embark on your journey with BikesOnline, you’re not only joining a close-knit community, but contributing to a dynamic and rapidly expanding industry - sparking newfound creativity and innovation.

We both welcome and value employee perspectives, as inclusivity and collective contribution are the foundations of our culture.

If you’re passionate about bikes, that’s amazing! However, if not, our wealth of knowledge will allow you to absorb new skills.

From personal development to career opportunities - we invest in our people and culture, providing a safe, trustworthy, and flexible work environment.

We encourage you to be inquisitive, be yourself, and join the BikesOnline family!

How To Apply?

If you have a passion for bikes with experience in the biking industry. Apply now by sending through your up-to-date resume and cover letter.

We appreciate how much effort is required to properly apply for a role. We commit to responding to all applicants with relevant skills and experience, but unfortunately will not be responding to candidates who do not meet the following criteria:

• Working rights in the United States; 
• A good understanding of technical bicycle knowledge;
• 2 years of experience working in a customer service leadership role; and
• Experience working in a remote-based team and providing customer support in an online environment.

BikesOnline is committed to creating a diverse environment and is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability or age.