Customer Service Representative Lead

What We Do

FOX Factory designs, engineers, manufactures and markets performance-defining products and systems for customers worldwide. Our premium brand, performance-defining products and systems are used primarily on bicycles, side-by-side vehicles, on-road vehicles with and without off-road capabilities, off-road vehicles and trucks, all-terrain vehicles, snowmobiles, specialty vehicles and applications, motorcycles, and commercial trucks. Some of our products are specifically designed for and marketed to a variety of leading cycling and powered vehicle original equipment manufacturers ("OEMs"), while others are distributed to consumers through a global dealer and distribution network. Fox Factory Holding Corp. is the holding company of FOX Factory, Inc. and is publicly traded (FOXF) on Nasdaq.

Why you should join us

Not only do we provide competitive wages, you will also have access to great benefits and employee discounts. But more importantly, it’s a fun environment where we truly enjoy working as a team and bringing great products to our customers!

If this sounds like something you would love to do, and a place you want to be a part of, get in touch with us by submitting your application. We look forward to hearing from you!

Position Summary:

The Customer Service Representative Lead will act as a bridge between customer support excellence and internal process improvement at Fox Factory. This role supports the training and development of new hires, helps document and refine Standard Operating Procedures (SOPs), manages order workflows in ERP systems, and identifies potential risks in customer experience that may arise from unaddressed issues. This role serves as a point of contact for escalation, interdepartmental communication, and vendor coordination, while helping uphold our high standards of service and operational excellence.

Position Responsibilities:

Customer Experience & Support

• Serve as a knowledgeable resource for product and process-related questions from internal teams.
• Handle complex or escalated customer inquiries with professionalism and a problem-solving mindset.
• Proactively report systemic customer issues or process inefficiencies to leadership.
• Assist in the ongoing development and enforcement of SOPs and best practices.
• Supporting our Key Account Dealers and Inside / Outside Sales Team as needed.

Training & Leadership Support

• Assist in training and onboarding new team members.
• Support the Customer Experience Manager in monitoring team performance and identifying development needs.
• Provide guidance and coaching to improve team efficiency and consistency.
• Participate in hiring efforts by providing input during interviews for potential CSR candidates.

Order Management & Systems

• Manage customer orders using ERP systems (Oracle preferred).
• Ensure accuracy and timeliness of order entry, changes, and fulfillment.

Cross-functional Collaboration

• Act as a liaison between CX, Sales, Finance, Engineering, Warehouse, Ecomm, and external vendors to resolve service and delivery issues.
• Work closely with Finance to support collections and resolve payment issues as needed.
• Provide feedback from customers to relevant departments to aid in product development, marketing campaigns, and policy updates.
• Help coordinate efforts for sales promotions, custom orders, and dealer-specific requests.

Specific Knowledge, Skills or Abilities Required:

• A willingness to provide leadership or supervisory support to the team.
• Strong working knowledge of ERP and order management systems (e.g., Oracle).
• Excellent verbal and written communication skills.
• High attention to detail and accuracy under pressure.
• Proficient in Microsoft Office Suite.
• Capable of multitasking in a fast-paced, evolving environment.
• Strong critical thinking and conflict-resolution abilities.

Position Qualifications:

Education:

• High school diploma

Experience:

• 1–2 years minimum of customer service experience in a call center or similar environment with a strong background in the bike industry.

Work Environment and Physical Requirements:

• Office environment; may require occasional event/trade show support.
• Ability to sit for extended periods and use a computer and phone regularly.

Disclaimer: This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs’ essential functions.

FOX provides equal employment opportunities for all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, gender identity, sexual orientation, marital status, religion, age, physical disability (including HIV and AIDS), mental disability, results of genetic testing, or service in the military, or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate. We base all employment decisions –including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, layoffs, terminations and social/recreational programs –on merit and the principles of equal employment opportunity.