Customer Experience & Sales Specialist

We sell bike racks in Australia and the US. When a customer calls halfway through assembly with a part in each hand, you're the person who gets them sorted. When someone loads a cart and walks away, you're the person who calls them back.

This is a phone-first role. If you'd rather hide behind email templates, this isn't for you.

You'll work AU hours only. Some US customer calls and emails will land within those hours and you'll handle them, but there's no expectation of late nights or early mornings to cover US time zones.

What you'll do

The role has four parts:

1. Assembly and product support. Answer inbound calls and emails from customers mid-assembly or pre-purchase. You'll assemble every rack we sell in your first month, so when someone describes what they're looking at, you know exactly which bolt they mean.

2. Abandoned cart recovery. Outbound calls to customers who didn't finish checkout. This is a KPI'd part of the role with a bonus attached, not a side task. If you like the feeling of turning a maybe into a sale, you'll like this.

3. Product knowledge. You're our internal expert on fit, compatibility, and installation. You'll test new products before customers see them and flag issues before they become support tickets.

4. Brand reputation. Monitor and respond to mentions of JB Racks on Reddit, forums, Google reviews, and social. All monitoring happens within AU hours. Honest, useful replies in your own words. No copy-paste PR speak.

Who you are

• 2+ years in customer service, retail, or phone-based sales

• Comfortable making outbound sales calls, not just taking inbound ones

• Handy with tools. You've assembled furniture, fixed a bike, or built something in the shed and enjoyed it

• Write clearly and sound like a human

• Organised enough to run your own week without someone standing over you

Bonus points

• You ride, camp, 4WD, or otherwise live outdoors. If you've strapped bikes to a car for a road trip, you already understand our customer

• You've worked in e-commerce or for a physical product brand