Rider Support Manager

We are Pon Bike UK, home of Santa Cruz, Cervelo, Reserve, and OneUp, four of the most exciting brands in the bicycle industry who tend to do things differently. We have over 25 years of cycling experience and our ultimate goal is to consistently build the best road and mountain bikes in the world, sold by the best retailers in the country.

We’re looking for a Rider Support Manager to lead and elevate our rider experience across all brands.

The Role

As Rider Support Manager, you’ll be the trusted face of our rider support operation. You’ll own the end-to-end warranty journey, building confidence with riders through clear communication, fast resolution and a relentless focus on quality. Every interaction should reflect our commitment to best-in-class service and our No Missed Rides promise.

With a strong operational mindset, you’ll proactively identify trends, prevent repeat issues and continuously improve the rider experience while working to global response and customer satisfaction targets. You’ll also be responsible for the day-to-day leadership, coaching and performance development of our Rider Support team.

What the Job Looks Like

• Managing all end-user rider support tickets exclusively within HubSpot CRM

• Tracking and reporting weekly performance against global targets to the Managing Director

• Managing workflows and pipelines to ensure service targets are consistently met

• Collaborating weekly with global Rider Support teams to identify issues, patterns and long-term fixes

• Forecasting and managing warranty stock levels across multiple brands

What You Bring

• Proven experience leading or managing people in a customer-focused environment

• Self-motivated, target-driven and comfortable owning performance outcomes

• A strong track record of delivering excellent customer service and end-user support

• Bike-literate, tech-confident and comfortable working within CRM platforms (HubSpot experience a bonus)