Technical Support Representative for Electric Bikes

Join Ride1Up in San Diego as an onsite Technical Support Representative and contribute to a fast paced e-bike environment. You will report to the Customer Support Manager and help shape best practices, SOPs, and the growth of the support team. Bike industry experience is required and you will be part of a culture focused on hands-on, customer-centered service.

Responsibilities

• Provide technical support via email and phone utilizing our Customer Support Portal
• Provide product recommendations including sales calls and emails
• Troubleshoot technical bike issues
• Recruit, onboard and train customer support staff
• Build department culture and motivate team members
• Maintain department KPI's
• Ad hoc requests as needed

Requirements

• 3+ years of customer support experience
• Ability to problem solve and communicate directly with customers, including de-escalation tactics
• Experience developing best practices and documenting standard operating procedures (SOPs)
• Fast typing (50+ WPM) with comfort managing high volume email inboxes
• Experience with Zendesk, FreshDesk or similar platforms
• Experience with e-commerce and WordPress a plus
• Bike Industry: 1 year (Required)
• ebike assembly: 2 years (Required)

Technologies

• Zendesk
• FreshDesk
• Slack
• Zoom
• WordPress

Benefits

• High demand, high growth industry
• Complementary electric bike after onboarding period
• Opportunity to participate in company stock option plan
• Potential to gain value e-commerce operations experience
• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Job Details

• Location: San Diego, CA (onsite)
• Job Type: Full-time
• Pay: $21.00 - $26.00 per hour

Application Question

Please share your experience with ebikes. This can be from a professional or personal perspective.