Technical Customer Experience Specialist

We're looking for someone who's genuinely comfortable on both ends of a bike issue — diagnosing what's actually wrong, and then communicating it clearly, whether that's guiding a teammate through a tricky case or walking a customer through a fix themselves. You'll be the technical backbone of our Support team, working closely with our Customer Experience Manager to solve the cases that need real hands-on knowledge.

• Diagnose and resolve complex mechanical and electrical issues escalated from our Support team
• Serve as the technical go-to for teammates who need guidance on a tricky case
• Communicate directly with customers by phone, email, and video to troubleshoot in real time
• Record quick how-to videos guiding customers through fixes for common and not-so-common issues
• Help build out user guides, assembly instructions, and other support content
• Jump in with the Garage team on trickier repairs when needed
• Keep cases organized and moving, from first escalation to resolution

• Hands-on mechanical and electrical troubleshooting experience with bikes (e-bike experience strongly preferred)
• Comfortable and confident communicating with customers over phone, email, and video
• Organized, self-directed, and good at juggling multiple open cases at once
• Some familiarity with how support/ticketing systems work
• Available on-site in Austin, full-time

• Direct e-bike repair or build experience
• Experience creating instructional or how-to video content
• Previous customer-facing experience, bikes or otherwise
• Familiarity with Freshdesk or similar helpdesk tools
• Strong writing skills — you'll help write user guides and support docs

• Competitive rate, based on experience
• Medical, Dental, and Vision insurance
• PTO
• A real growth path — this role is designed to grow within the Support team as you build a track record
• A small, tight-knit team that actually wants to see you succeed

This is an on-site role based at our Austin, TX shop.