Job Description

Ride1Up is a leading e-commerce company focused on the sale of electric bikes direct to consumer. This is a unique opportunity for a customer support professional to join a fun, fast paced industry while gaining valuable e-commerce operations experience.

Please note this is not a remote position and this position also requires experience in the bike industry.

The CSR - Bike Tech Support will report to the Customer Support Manager and will have important customer facing responsibilities. The Bike Tech must have strong bicycle experience and possess strong problem solving abilities using our online customer support portal. They will be identifying customer needs, troubleshooting potential issues, and provide solutions to customer inquires. Additionally, this Specialist will help contribute best practices and customer support articles to improve the consumer experience. Candidates must be able to work independently in a remote team environment which includes high volume emails, Slack messaging, and Zoom calls.

Strong bicycle experience required. Electric bicycle experience preferred.

Candidates must be able to work in a fast paced work environment which includes high volume emails, Slack messaging, and Zoom calls. The ideal candidate will have the ability to build a team, train staff and develop an engaging team culture.

BENEFITS!

• High demand, high growth industry
• Discounts on electric bikes
• Potential to gain value e-commerce operations experience

Responsibilities

• Remote diagnose warranty cases and provide proper recommendations
• Provide product recommendations and highlight brand benefits via phone and emails.
• Provide customer support via email and phone utilizing our Customer Support Portal (Freshdesk)
• Manage customer change orders including cancellations, refunds, and order modifications
• Update customers with production and shipping timelines
• Ad-hoc requests as needed

Qualifications

• Strong bicycle knowledge (Electric bicycle experience preferred)
• Ability to problem solve and communicate directly with customers
• Comfortable answering phone inquiries for 8 hours
• Customer service experience
• Fast typing (50+ WPM) w/ comfort managing high volume email inboxes
• Experience with Freshdesk or Zendesk
• Experience with e-commerce and WordPress a plus

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