Senior After-Sales Manager

Who we are

Cowboy is a Belgian startup that is developing innovative electric bikes for urban riders. Cowboy’s main goal is to improve urban mobility and take commuters to their destination in a more enjoyable, sustainable and efficient manner.

Founded in 2017 by entrepreneurs Adrien Roose, Karim Slaoui and Tanguy Goretti, Cowboy is headquartered in Brussels, Belgium. Cowboy is the winner of the Eurobike 2017, the Red-Dot bicycle design award 2018 and the Red-Dot “Best of the Best” award for the Cowboy 2.

With traffic congestion plaguing metropolitan areas, electric bikes are proving to be the fastest means of transportation, beating cars and ground public transport. Cowboy’s vision is to elevate the daily commute to the next level in terms of speed, comfort and freedom of movement around the city. Cowboy enhances the riding experience by unifying intelligent technology, delightful design and meticulous customer service.

In April 2019, Cowboy launched its third model, the Cowboy 3, where it is sold in 8 countries (Germany, France, the Netherlands, Luxembourg, Austria, Italy, Spain and the United Kingdom). In May 2021, Cowboy unveiled its fourth generation electric bike, the Cowboy 4.

In July 2020, Cowboy raised €23 Million from international investors (including Exor Seeds, the early stage investment arm of Exor, Isomer Capital, Future Positive Capital and Index Ventures) in the Series B round. Cowboy plans to recruit 30+ new talent in the next six months, scale operations, and expand its footprint across Europe through its Test Ride and Mobile Service networks.

The Role

We are looking for a dynamic and experienced Partner Repair Network Manager to lead and grow our after-sales service network at Cowboy. The role involves managing a team responsible for overseeing two types of after-sales partners: 200 bike shops (IBD) across multiple European countries and freelance repair technicians (CMS) who offer home maintenance and repair services to our premium subscribers.

What you’ll be doing:

• Partner Supply Management: Ensure a high level of service availability in 12 Tier 1 cities in Europe by maintaining an adequate number of both bike shop partners and freelance repair technicians. Guarantee at least four appointment slots within the next ten days in each Tier 1 city.
• Repair Request Management: Aim to close repair requests within 20 days of customer contact, overseeing the entire lifecycle of partner engagement, from activation and training to continuous support and performance improvement.
• Team Leadership: Lead and manage a team of three members responsible for key account management for bike shops, as well as activation, training, and daily support of partners.
• Performance and Cost Management: Monitor and enhance geographic service levels and technician satisfaction. Manage the department’s P&L to propose cost-saving solutions, reduce repair costs, and lower the percentage of unsuccessful first-time repairs from 10% to 5%.
• Technical and Feedback Support: Provide technical support, ensure accurate repairs, and collect feedback from partners to enhance their satisfaction and engagement with Cowboy.

Requirements

Who we are looking for:

• Minimum of five years of experience in a similar role, with strong technical expertise in bike repairs and managing service networks.
• Proven ability to lead a team effectively and engage with both bike shop managers and freelance repair technicians.
• Excellent communication and organizational skills.
• Proficiency in cost management with the ability to propose and implement cost-saving measures.
• Commitment to providing exceptional customer service and improving partner satisfaction.
• Experience in developing and implementing training programs for partners.

Benefits

What we offer you

• Highly competitive package
• Opportunity to become one of the key employees of a fast-growing startup with open, respectful and fun company culture
• Having a real impact on the company’s growth and evolution
• Working with people who love what they do every day
• A daily meal allowance of €10
• A monthly flat rate reimbursement of €200
• Extended maternity and paternity leave
• Share warrant plan

Just like our rider community in cities across Europe, diversity is a strength. No matter where you come from, or the path you're on, Cowboy is inclusive and so is our workplace. Your unique skills, passion, and perspective will help us continue to transform mobility and urban life for the better.