Customer Service Advisor

Wattbike is more than a fitness brand—we’re a global performance community. Used by Premier League clubs, NFL teams, national rugby squads, Olympic champions and thousands of everyday athletes around the world, Wattbike is redefining indoor training. With a powerful blend of elite-level technology, innovation, and a passion for progression, we’re on an exciting growth journey—and we want you on the front line of that mission. 

We’re now looking for a Customer Service Advisor to be part of our busy, passionate Customer Services team. You’ll be the first point of contact for our amazing customers, providing expert guidance, technical support, and world-class service. From pro athletes to home fitness enthusiasts, our customers all share one goal: to improve. And you’ll be a key part of that journey. 

Our Nottingham-based headquarters offer a hybrid working model, blending office and remote work to support work-life balance with an expectation of 3 days in the office.

Key Responsibilities:

• Deliver outstanding customer support via phone, email, and live chat—offering expert technical and product advice and ensuring all queries are resolved promptly and professionally. 
• Learn and understand the technology behind the Wattbike, enabling you to remotely diagnose and resolve technical issues, helping customers get the most from their bike. 
• Support new users with setup, onboarding, and training advice to help them hit their fitness goals with confidence. 
• Spot opportunities to offer additional products or services that enhance the customer’s experience and performance. 
• Coordinate service requests, quality control, and logistics for both home and commercial customers. 
• Track KPIs and SLAs, reporting trends and working closely with the team to drive continuous improvement. 
• Work hand-in-hand with our B2B Customer Service team to share knowledge and support during busy periods. 
• Take part in trade shows, events, and showroom activity where needed. 
• Keep customer satisfaction front and centre—actively contributing ideas and solutions that elevate the experience.

• At least 1 year of experience in a customer service role. 
• Someone who’s naturally curious, a strong problem solver, and confident handling a wide range of queries with warmth and professionalism. 
• A genuine people person who goes above and beyond to leave every customer feeling heard, helped, and happy. 
• Confident across phone, email, and live chat with excellent written and verbal communication skills. 
• A quick learner with strong IT skills and the ability to juggle tasks and priorities. 
• Experience with a ticketing system is a bonus—but not essential. 
• Interest in Wattbike, fitness, cycling, or performance training is a plus (and we’ll help you learn the rest!). 

• A Wattbike for your home—train like the pros! 

• 26 days holiday (plus bank holidays) 

• Pension and life insurance 

• Staff discount on accessories 

• A relaxed, collaborative culture that supports a great home–work balance 

• Personal development support and career progression opportunities 

• Cycling clubs—whether you're casual or competitive