Customer Experience - Sydney

CYCLE THE NET

Cycle The Net runs four cycling brands from a single Sydney showroom: BikeRental.cc (premium road bike rental across 8 locations in Australia, Singapore and Japan), PDL.Bike (multi-brand online retail), and CTN Imports (exclusive Australian & NZ distributor of Chapter2 and Winspace). We're a small, fast-moving team and this role is at the centre of how we show up for customers every day.

The role

You'll own the front line. Every inbound enquiry across BikeRental, PDL, Winspace and Chapter2 comes to you first. Your primary focus is fulfilling bike rental bookings across our 8 locations: triaging enquiries, progressing bookings through HubSpot, prepping bikes, and delivering a seamless face-to-face handover and collection experience at our Ultimo showroom. Non-rental tickets get correctly routed to order fulfilment or bike sales queues efficiently.

This is a genuinely hands-on role. Beyond keeping up with daily volume, we want someone who'll look at our CX workflows and make them better, not just follow the process, but help build it.

Rental operations (primary focus)

• Triage and progress all inbound rental enquiries via HubSpot across phone, email and chat

• Manage bookings end-to-end using HubSpot and HubTiger across all 8 locations

• Conduct bike handovers and collections at our Ultimo showroom

• Prepare rental bikes to customer measurements; complete pre-ride safety checks

• Coordinate deliveries using the company vehicle when required

Ticket routing & order fulfilment

• Route non-rental enquiries accurately into order fulfilment and bike sales queues

• Support purchasing, supplier tracking, returns and warranty processing

• Inbound shipment receiving, checking and storage

CX process improvement

• Identify gaps and friction points in our CX workflows and fix them

• Document SOPs and build out HubSpot processes as the business evolves

• Partner with the GM to continuously raise the bar on customer experience

What we're looking for

• Warm, reliable, and genuinely customer-focused, you care about getting it right

• Organised and calm under competing priorities; comfortable managing multiple bookings and tasks at once

• Clear communicator, equally good in person and across digital channels

• Hands-on with bikes, ideally comfortable with a basic bike fit and safety check

• Strong attention to detail, especially around bookings, inventory and routing accuracy

• Valid Australian driver's licence essential

• Experience with HubSpot or a comparable CRM/helpdesk platform essential

• Background in sporting goods retail, hire/rental operations, or similar desirable

• Genuine interest in cycling, triathlon or endurance sport desirable

What we offer

• Real ownership from day one in a small, tight-knit team

• The chance to shape how CX works here, not just run it

• Staff discounts across all brands in our portfolio

• A front-row seat in a challenger brand doing things differently in Australian cycling