CSR - Bike Technical Support

Please note this is not a remote position and this position also requires experience with bikes.

Bicycle experience required. Electric bicycle experience preferred.

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 inquiries. 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.

Candidates must be able to work in a fast paced work environment which includes high volume emails, Slack messaging, and Zoom calls.

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

• 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

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