Customer Service Advisor

**Tailfin Bristol Customer Service Team Office-based**

The role at a glance

• Location: Bristol
• Job type: Customer Service Advisor Full-time, Permanent
• Working pattern: Office-based, at least at the start while you learn the ropes
• Salary: £25,000.00 per year
• Core focus: Customer queries, post-sale support, returns and refunds, and kit repair and maintenance
• Essential skills: Proven customer service experience and a solid technical knowledge of bikes
• Key requirement: A genuine passion for bikes and for delivering excellent customer experiences
• Channels: Email, web and phone, supporting a worldwide community of riders
• Application: CV required, plus a short answer to our application question
• Industry: Premium cycling, bikepacking and outdoor adventure
• Benefits: Bikepacking equipment to use, industry discounts, company pension, team rides and a flexible working environment

About Tailfin

Tailfin designs, engineers and manufactures technical bikepacking equipment for all types of cycling, selling direct to customers through our website.

We’re a quickly growing team of bike lovers, passionate about the outdoors, product innovation and giving our customers the best possible experience.

We believe in a love-what-you-do, do-what-you-love kind of business, and we’re proud of the culture we’re building. Regular team road, gravel and MTB rides, a relaxed and modern working environment, and quarterly bikepacking team getaways are all part of life here.

We’re now looking for a Customer Service Advisor to help us deliver amazing experiences to our growing community of riders.

Based in the heart of Bristol, we’re a close-knit team who love cycling, bikepacking and outdoor adventure.

The Opportunity

This is a customer-focused role within our team, responsible for answering rider questions, supporting customers after they buy, and making sure every interaction reflects the Tailfin brand.

Most of your conversations will be about bikes, so technical knowledge is a must. You’ll need to learn the ropes quickly and enjoy working in a fast-growing start-up environment.

A major part of the role will be:

• Responding to customer questions about our products
• Helping customers with post-sale queries
• Resolving delivery issues and processing returns and refunds
• Repairing, building and maintaining kit for our customers

This is an excellent opportunity for someone who loves bikes, enjoys helping people, and wants to learn how a modern bicycle business runs, with the chance to shape how the company moves forward.

What You’ll Do

Customer Support

• Respond to customer questions relating to our products
• Help with post-sale queries from customers
• Chase packages that have not reached their destinations
• Process return shipments and action refunds via our web-based payment providers

Product & Workshop

• Host face-to-face customer visits at our office showroom
• Repair, build and maintain kit for our customers
• Draw on your knowledge of bicycle parts and accessories to give accurate, helpful advice

Customer Insight

• Develop a keen understanding of our customers and their desires
• Communicate customer feedback and insight to the rest of the team

What You’ll Bring

Essential

• Previous customer service experience (a minimum of 2 years)
• A keen understanding of bicycle parts and accessories
• Good literacy and communication skills
• Good computer competency
• The ability to organise your own workflow
• A proven team player who is happy to have a go at anything
• A sociable, personable manner with an enthusiastic and positive mentality
• Someone who lives the Tailfin brand, adventuring, bikepacking or commuting regularly
• Eligibility to work in the UK
• Based in Bristol or willing to relocate
• Able to work in our Bristol office, at least at the beginning while you learn the ropes

Highly Desirable

• Bike maintenance skills or experience
• A driving licence
• A-Level or equivalent education

Opportunities to Grow

Alongside your core responsibilities, there will be chances to:

• Learn how a design-based bike company works and how new products are brought to market
• Help the team develop content through photoshoots, blog writing, video shoots and more
• Build a good understanding of running an e-commerce company, from marketing to operations and everything in between
• Ride your bike with a good group of cycling enthusi…