CUSTOMER SERVICE AGENT - ITALY (M/F/D)

We are a community open to everyone. One global team where everyone counts.

Join the Canyon team and work at the cutting edge of the bike industry, with a job as versatile and exciting as the bikes we develop. All in an open, international atmosphere where teamwork, collaboration, true innovation, and a dynamic workplace are all part of our everyday. Ready to ride with us?

THE ROLE

Reporting to the Customer Service Manager, you will implement our customer support strategy across Canyon Southern Europe. As a primary voice of Canyon for Southern European riders, you will guide customers through their entire journey—offering expert advice on pre-purchase inquiries, assisting with order placement, and providing dedicated post-sales support once their bikes arrive. This role blends exceptional customer care, technical curiosity, and problem-solving drive.

This position is based on-site at our brand-new regional office in Pedrengo, Bergamo. Please submit your application documents in English.

YOUR JOB AS PART OF THE CANYON CREW

• Expert Rider Consultation & Order Support: Personalization of product guidance assists riders in choosing the right bike model and frame size, while inquiries regarding payments, order management, shipping, and delivery are seamlessly resolved.
• Lifetime Rider Support: Delivering swift, efficient solutions for post-purchase claims, component replacements, and long-term service needs ensures our riders stay on the trail throughout their bike’s lifecycle.
• Customer Satisfaction & Service Excellence: Driving core customer satisfaction KPIs (CSAT, NPS, resolution times) is achieved by providing well-informed, accurate, and timely solutions for an exceptional rider experience.
• Multi-Channel Communication: Serving as the primary point of contact for Southern European riders involves managing pre- and post-sales relationships across phone, email, and live chat.
• Process Improvement & Reporting: Identifying workflow bottlenecks, suggesting service enhancements, and contributing to performance reporting optimizes regional customer service channels.
• Commercial & Regional Collaboration: Close partnership with Marketing teams enables the successful execution of commercial campaigns, regional plans, and community initiatives across Southern Europe.
• Community Activation: Representing Canyon through participation in brand activations, demo rides, and cycling events (including occasional weekends) connects our team directly with rider:innen.

HOW YOU BECOME PART OF THE RACE

• Professional Background: Solid experience in customer service, e-commerce support, or sales within cycling retail forms the foundation of your profile.
• Cycling Passion & Technical Understanding: A genuine passion for cycling, sports, and outdoor lifestyle goes hand in hand with a solid basic understanding of bicycle mechanics and technical specs.
• Software & Tool Skills: Proficiency in MS Office (Word, Excel, PowerPoint) is required; practical experience with CRM systems (Salesforce) and ERP platforms (SAP) is considered a strong plus.
• Communication & Mindset: Outstanding communication skills, high empathy, strong customer orientation, and a proactive problem-solving approach define your working style.
• Adaptability & Resilience: The ability to perform effectively under pressure and adapt to peak seasonal demand periods characterizes your daily approach.
• Language Requirements: Native-level/fluent Italian combined with business-level English skills (written and spoken) are essential; proficiency in Spanish or Portuguese is a major advantage.

HIGHLIGHTS ON YOUR CANYON TOUR

• The Canyon Crew & Culture: Combine energy and transparency in a global team. We promote a strong feedback culture, unique Canyon events, and inspiring crew rides. Your voice matters in creating an inclusive workplace where well-being is a priority.
• Feel Canyon (Product Perks): Unlock your passion for cycling! Enjoy exclusive discounts on bikes, gear, and apparel as part of our commitment to fueling your journey.
• Compensation & Rewards: Experience a rewarding career with a competitive market-based salary and generous paid time off. Your satisfaction is our priority.
• Life-Work Integration: Join us for a career that prioritizes balance through flexible and hybrid work options in a family-friendly environment.
• Impact & Development: Shape the future of mobility. We offer diverse career paths across operational, strategic, creative, or technical roles, where innovation and sustainability consistently challenge and inspire you.