Emoto Customer Success & Support Manager

Pinned Electric is one of the fastest-growing electric motorsports distributors in the United States. We work with hundreds of dealers nationwide and represent some of the industry’s leading electric motorcycle brands. Our mission is simple: provide the best products, the best dealer network, and the best customer support in the industry.

As we continue to grow, we’re looking for someone who thrives in a fast-paced environment and wants to build an industry-leading customer support department.

The Customer Success & Support Manager will oversee all post-sale customer support for both retail customers and dealership partners. This position is responsible for ensuring every customer receives prompt, professional, and knowledgeable assistance while managing warranty claims, technical support, and dealer success initiatives.

This is not a call-center position. Every day is different. You’ll become an expert on our products, work directly with manufacturers, create support resources, solve technical problems, and help shape how our entire support department operates.

If you enjoy solving problems, learning new technology, and helping people, you’ll fit right in.

• Provide phone, email, and ticket-based support to retail customers and dealership partners.
• Troubleshoot product issues and provide technical guidance.
• Resolve customer concerns professionally and efficiently.
• Ensure every interaction reflects Pinned Electric’s commitment to exceptional customer service.
• Manage support cases from initial contact through final resolution.
• Maintain accurate documentation of all customer interactions.

• Process warranty claims.
• Coordinate with manufacturers on warranty approvals and replacement parts.
• Track warranty cases from submission through completion.
• Communicate warranty status with customers and dealers.
• Assist in identifying recurring product issues and trends.
• Assist dealerships with technical questions.
• Help onboard and educate new dealers.
• Build long‑term relationships with dealership partners.

• Create and maintain technical documentation.
• Improve troubleshooting guides.
• Write support articles and FAQs.
• Continuously improve internal support processes.

• Assist in creating product training materials.
• Stay current on all new products and updates.
• Recommend workflow improvements.
• Learn new software, products, and technologies quickly.
• Assist with additional projects as the company continues to grow.

• Excellent verbal and written English communication skills.
• Strong phone communication and customer service abilities.
• Professional email writing skills.
• Strong computer proficiency.
• Ability to learn new software quickly.
• Highly organized with exceptional attention to detail.
• Strong problem-solving skills.
• Ability to work independently.
• Self‑motivated and dependable.
• Comfortable working in a fast‑paced, rapidly changing environment.
• Ability to prioritize multiple tasks simultaneously.

• Experience in powersports, electric motorcycles, bicycles, automotive, or technical customer support.
• Experience processing warranty claims.
• Experience using CRM or customer support software.
• Experience creating documentation or training materials.
• Basic mechanical or electrical troubleshooting experience.
• Knowledge of electric motorcycles or electric motorsports.