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Customer & Community Manager
Job in
Burlington, Chittenden County, Vermont, 05405, USA
Listed on 2026-07-24
Listing for:
Terry Cycling
Full Time
position Listed on 2026-07-24
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Customer Success Mgr./ CSM
Job Description & How to Apply Below
We’re looking for a Customer & Community Manager to be the voice of Terry for the riders who count on us. You'll lead our small customer service team, own the customer experience from first hello to post-purchase care, and represent Terry out in the cycling community. If you love people, cycling, and turning great service into lifelong fans, this is your ride.
This position is located in Burlington, Vermont.
- Deliver customer support across phone, email, and live chat - order entry, order lifecycle, and timely problem resolution for retail and wholesale customers.
- Lead, coach, and schedule a team of 1–3 customer service representatives, including seasonal agents.
- Oversee product returns, exchanges, and RA requests across retail and Amazon channels.
- Support wholesale customers—inbound calls, order entry, the pro deal program, warranties, and event representation.
- Represent Terry at community and cycling events (some domestic travel)
- Turn customer feedback, service trends, and failures into better processes and a stronger Terry brand.
- Partner with the Marketing team on the Terry Ambassador program and VIP/loyalty programs.
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