PRODUCT & CUSTOMER SERVICE MANAGER                                    PDF

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Why Are We Here?

We’re obsessed with helping people live a better, healthier, and more fulfilling life by building products to help them make the most of the moments they work so hard for.

In a world where authenticity is rare, Trust is the outlier, strengthening the bond between people, the activities they live for, and each other. We keep it loose – the uncommon “party in the front and business in the back”, living for the good times and working hard to make them happen.

We can do this because we’re inventors, with the pure grit and experience to bring ideas to market that nobody has thought of or seen before. Our team has already changed the world forever, and we’re going to change it again.

The question “why?” drives us. We’re unafraid of new challenges, we constantly challenge ourselves, each other, and the status quo. We’re unwilling to compromise quality, design or performance. Our products are a testament to our attention to detail – visually stunning, with performance judged not only by perceptions, but hard data.

We strive to be the best, but we don’t just talk about it, we get shit done. We win, and in a way that’s not overly serious. We’ve had a lot of fun along the way. We’re the rarest of breeds, the nerds who were also the schoolyard team captains, perfectionists, born workers, born winners, and unwilling losers.

We care deeply about our customers. We provide a concierge level of service not because we have to, but because we want to. We are customers too – we want to set the model for the world for how it’s done right.

Think you have what it takes to join us in taking on the world? Let’s go, the after party is at our place.

What’s the Job?

We need a Product and Customer Service Manager to work in our Salt Lake City, Utah, office alongside some of the best talent in the bicycle industry. And together we’re going to take on a lot more than bicycles. This is a great opportunity for an experienced customer service specialist who has a track record of dissecting mechanical problems and helping customers get the most out of their products. As a Product and Customer Service Manager at Trust Performance, you will primarily be charged with Managing our CS Reps, Developing and implementing CS workflows, Overseeing and working in our in-house product service and tuning department, working with and assisting customers – both in-person and over the phone, and executing training programs for internal and external service technicians.

We’re a growing company – we all wear a lot of hats and chip in where we can, so on occasion, the role may be called upon for other contributions that we don’t even know yet. Possibly (no – probably) this will entail changing direction mid-stream and executing the final deliverables - so the usual stuff you’ve probably been doing. Sound familiar? 

Our Product and Customer Service Team reports to Operations, but given that we’re a small and tactical unit, you may work on other projects from time to time, and report to their team and project leaders when necessary. This role works closely with our marketing team, sales team, demo team, and product development teams. You’ll also have client exposure and possibly do a little traveling, which can be a lot of fun.

We prioritize education and learning. If you think that you already know everything, then this probably isn’t the right place for you. But if you want to challenge yourself every day, live for a Kaizen environment, and aren’t afraid to speak up, ask questions, and listen intently, then we are your people.

Who Are You?

A person who is comfortable talking with and driven to help people of all ages and from all walks of life. A self-learning, question asking, open to any idea kind of person. A person who won’t let high phone call volume fluster your resolve to make our customers happy. Fun. An athlete, even if only at backyard olympics. Superb at time management and capable of juggling multiple projects simultaneously. You thrive in a creative atmosphere where things move fast. Really fast. You aspire to help our customers go to sleep happy and knowing that their problems are taken care of. The spirit of the entrepreneur is strong in you - you take ownership of your projects and are driven by a need to leave things better than you found them.

You are organized, thorough and able to prioritize; a reliable and self-motivated a team player, who’s able to work without close supervision. There are times when things need to be done and done now, and you’re the type of person who thrives under pressure and can professionally accept and provide feedback without getting all emotional about it. You are going to part of the team that completely obliterates existing industry trends in suspension, now is not the time to be shy, but when really is anyways..?

What You Need to Know. 

  • Prior experience in a supervisory role.
  • Prior experience providing customer support for an OEM manufacturer of goods.
  • Prior experience providing CS for bicycle suspension consumer products brands is strongly preferred.
  • Prior experience in the development of customer service workflows for phone support including phone support syntax.
  • At least 3 years of experience in physical product service of mechanical assemblies.
  • Prior experience with suspension damper service at and OEM level is strongly preferred.
  • At least 3 years of experience in the development of product service workflows.
  • Prior experience in the development of customer service workflows for returns and credits.
  • Prior experience in the development of customer service workflows for warranties.
  • Prior experience in the development of customer service workflows for defect and issue reporting, and complaint tracking.
  • Prior experience in the development and execution of training programs for product and customer service.
  • Prior experience working with, interfacing with, and creating workflows in ERP software.
  • A strong sense of brand, a working knowledge of the nuance surrounding human perception, interaction, and the ability to innately convey and teach others to convey Trust’s brand values during customer interactions.
  • Bicycle mechanic skills including at least 2 years of full-suspension mountain bicycle or motorcycle assembly and service experience.
  • Experience managing, working with, and extracting useful data from athletes, both amateur and professional, customers, and co-workers.
  • Fluency in MS Office software package.
  • Ability to quickly communicate concepts and ideas through verbal, visual, and written means.
  • Ability to monitor website, customer orders, and correct any data issues between ERP software, payment processing software, orders, inventory, and associated systems.
  • Readiness to attend meetings and liaise with Sales, Marketing, Advanced R&D, Asia offices and other teams as required.
  • Serve as a technical resource to other departments as necessary.
  • Assist legal department with issue tracking and technical bulletins for new and existing product.
  • Be available to travel for work including meetings with our team members in Massachusetts, Utah, and maybe an occasional trip to Asia.
  • A willingness to identify when a problem is outside of your area of expertise, or if you are stumped, and ask for help before burning a huge amount of time down a dead-end road.
  • Ability to escalate or de-escalate issues and identify the appropriate response when necessary.
  • Ability to hold people accountable, and in a way that’s supportive and inclusive, not demeaning and exclusive.
  • Have a High School Diploma or equivalent experience.
  • Have demonstrated an ability to manage to a budget.
  • A valid driver’s license and passport.

Extra Cool If You: 

  • Can confidently handle yourself on a mountain bike, motocross bike, or BMX bike, for example; jump 15’ doubles, rip laps at the local motocross track, essentially ride the whole mountain in Whistler.
  • Have suspension damper tuning experience.
  • Are an outdoor enthusiast in mountain biking, motocross, side-by-sides, go-karting, breaking stuff, etc. We may have a few non-enthusiasts on the team, but they’ll probably manage to blend in by wearing greasy T shirts and jeans.
  • Have proficiency in Netsuite ERP software.

Working Conditions:

  • Exerting up to 20 pounds of force frequently and or consistently to move objects. Up to 50 pounds of force occasionally.  
  • Walk, use hands/fingers to feel. Climb stairs or machinery. Balance. Stoop, kneel, crouch or crawl.  
  • Use a computer for long periods of time.

Salary & Benefits:

Salary is based on qualifications, experience and is competitive with market value for the position.  If you’d like to share your salary history, that helps us get an idea of your goals and expectations, but no pressure.

Our benefits are designed to lead an evolving marketplace, support innovation and encourage a healthy balance between work and life. They allow our employees to make their own decisions about their wellbeing and future.  We will offer high value medical and dental insurance to help you and your family get after it without the stress. In addition, Trust’s financial benefits include a retirement plan.

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