At Backcountry, our mission is to connect people to their passions. Our four online stores—Backcountry, Competitive Cyclist, MotoSport and, SteepandCheap—aim to supply our customers with the gear, knowledge, and inspiration necessary to get out there and chase down life’s greatest moments. We do this by providing the biggest and best assortment of premium outdoor products, superior shopping experience, personalized Gearhead expertise, lightning-fast and accurate fulfillment, and inspirational, informative, and community-centered content. The Bike Warranty Specialist is responsible for assessing and coordinating warranty claims between customers and vendors for bikes and bike parts. This role involves clear communication with customers throughout the warranty process, managing bike returns, and evaluating the condition of used and returned gear. The ideal candidate brings knowledge of bikes and outdoor gear, strong analytical skills for assessing gear condition, and a commitment to excellent customer service. This position will report into the Bike Assembly Operations Manager. What You Get To Do:

Respond to all emails in a 24-hour (business days) period

Monitor and manage incoming emails through the warranty bike channel

Field warranty claims from both internal and external customers

Gather and document relevant case information including issue type, purchase date, warranty status, and vendor details

Work through an assigned case list to prioritize and resolve open warranty claims

Set up warranty SKUs, receive SKUs, and create orders for customers

Process bike specific returns for bikes and bike parts using Interchange

Locate and ship parts that were missing or damaged on new bike orders

Ship bad products to vendors in exchange for credit or replacement parts

Add warranty and replacement items into inventory as needed

Identify, count, and sort packages and inventory with a high level of accuracy

Communicate with customers throughout the warranty process to provide updates and resolve issues

Utilize Microsoft 365 tools including Outlook for email management, Forms for data collection, and Excel for tracking and reporting

Create, compile, and maintain reports for accounting

Reconcile data between Excel Docs and Interchange reports

Maintain a clean and tidy work area

Assist in training as needed

Work autonomously and manage open warranty cases independently in the absence of the Warranty Supervisor

What You Bring:

High School Diploma or Equivalent

Excellent working knowledge of all current Bike Products and parts as well as associated soft goods

Knowledge of Microsoft 365 including Outlook, Excel, and Forms

Basic familiarity with AI tools such as Claude or similar productivity-focused AI assistants

Physical Demands & Working Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Terms are defined as “Regularly”: 60 – 100%, “Frequently”: 30 – 60%, “Occasionally”: 10 – 30%, “Rarely”: 1 – 10%.

Regularly use hearing/speech abilities to communicate with coworkers, give/receive instruction, listen for equipment malfunctions, etc.
Regularly use sight abilities: depth perception, hand/eye/foot coordination, visual acuity in near-, mid-, and far-range vision.
Regularly stand/walk on concrete floor
Frequently climb up and down stairs but rarely climb ladders
Frequently bend/twist at waist/knees/neck
Frequently use both hands/arms to reach/push/pull/lift:

Constant: 10 – 30 lbs.
Occasional: 30 – 60 lbs.
Rarely: less than 10 lbs., or greater than 60 lbs.
Crawling is typically not required
Work is performed indoors, and noise level in the work environment is usually moderate

What’s in it for you? Joining Backcountry isn’t just about having a seat at the table—it’s about helping redesign the table entirely. You’ll be challenged, stretched, and supported as you grow faster than you thought possible. In addition to competitive compensation, we offer:

Executive Access: Work directly with brand CEOs and senior leadership, solving real business problems and earning mentorship from top operators.

AI-First Skill Building: Get hands-on with the most advanced AI tools in the market. From automation to prompt engineering, you’ll build a modern tech stack that sets you apart in any industry.

Accelerated Career Path: High performers are quickly entrusted with greater responsibility, new challenges, and leadership opportunities across our portfolio of brands.

Competitive benefits: Paid time off policies, 401(k)/RRSP match, medical/dental/vision and a variety of supplemental policies, and employee discounts at our portfolio companies.

Our interview process:

📞 Step 1: If you align with our vision and meet the qualifications, we’ll reach out to schedule a conversation and introduce Backcountry.

🧠 Step 2: You’ll complete a short AI or product-building challenge so we can understand how you approach problems and execution.

💬 Step 3: Participate in deep-dive interviews with Backcountry leadership focused on your experience, product mindset, and operational thinking.

📩 Step 4: Offer. We’ll move fast for the right candidate.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

The CSC family of brands provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, provincial, state or local laws.

Washington state applicants only: If you believe that this job posting does not comply with applicable Washington state law, please notify us by sending an email to [email protected].

It is unlawful in Massachusetts to require or administer a lie-detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

The CSC family of brands is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or an accommodation due to a disability, please contact [email protected].

Bike Shop – Bike Warranty Specialist

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