Full-Time
Posted 2 weeks ago (2026-08-30)
Apply at jmayer@rudyprojectna.com
About Rudy Project North America
Rudy Project North America (RPNA) is the North American subsidiary of Rudy Project, an Italian sports performance brand renowned for premium eyewear and helmets engineered for cyclists, triathletes, and action sports athletes. As we grow our North American presence, we’re building a customer experience team that reflects the same precision and performance our products are known for.
The Role
We’re looking for a Customer Service Supervisor who leads from the front lines, not from behind a dashboard. This is a hands-on role: you’ll set the strategy and standards for our customer service operation while personally fielding tickets, calls, and dealer inquiries alongside your team. You’ll manage a small team of 1–2 customer service representatives, own the Zendesk environment end to end, and be the voice of RPNA to consumers, retailers, and dealers across North America.
This role is based on-site at our San Clemente, CA office.
RESPONSIBILITIES
Hands-On Customer Service
- Personally respond to customer, dealer, and retailer inquiries via Zendesk, phone, and email — you carry a ticket queue, not just a dashboard
- Handle escalated, complex, or sensitive cases directly, including warranty claims, order issues, and product complaints
- Set the tone and quality bar for every customer interaction, modeling the standard you expect from your team
- Maintain deep product knowledge across RPNA’s eyewear and helmet lines to resolve technical and fit-related questions accurately
Team Leadership
- Manage, coach, and schedule a team of 1–2 customer service representatives
- Set individual and team performance goals around response time, resolution rate, and customer satisfaction
- Conduct regular 1:1s and performance reviews, and lead hiring and onboarding as the team growsCreate a culture of accountability and pride in delivering a premium customer experience
Zendesk Ownership
- Serve as the in-house Zendesk administrator: manage workflows, macros, triggers, views, and ticket routing
- Continuously refine Zendesk configuration to improve team efficiency and customer response times
- Build and maintain reporting on ticket volume, resolution time, CSAT, and team performance metrics
- Train new team members on Zendesk best practices and RPNA service standards
REQUIREMENTS
Required
- 3+ years of customer service experience with supervisory experience
- Hands-on Zendesk experience required — you should be comfortable administering the platform, not just using it as an agent
- Proven ability to balance team leadership with direct, individual contributor-level customer service work
- Excellent written and verbal communication skills, with the ability to de-escalate and resolve difficult customer situations
- Strong organizational skills and comfort managing competing priorities in a fast-paced, small-team environment
- Ability to work on-site in San Clemente, CA
Highly Preferred
- Experience in the eyewear or optical industry — you understand frames, lenses, fit, and the language of the category
- Familiarity with cycling, triathlon, or other action sports markets and the athletes RPNA serves
- Experience supporting both B2C consumers and B2B dealer/retailer accounts
- Experience with warranty and returns processes for physical, technical products
OUTCOMES
- Customers and dealers experience fast, knowledgeable, and consistent support across every channel
- Zendesk operates as a well-tuned system, not a backlog — tickets are triaged, routed, and resolved efficiently
- Your team feels coached, supported, and clear on expectations
- Customer service insights actively inform product, sales, and operations decisions at RPNA
Rudy Project North America is an equal opportunity employer.
Apply at jmayer@rudyprojectna.com