Bike Tech Support Agent – Hybrid Schedule

XDS; Los Angeles (CA); Hybrid; USD 25,000 - 39,000; Full time

Benefits offered by this job

Hybrid-remote with Santa Monica office

Job summary

XDS's X-LAB team is seeking a customer-focused and technically minded Customer Service Agent to join the Support group. You’ll be a primary contact for riders and dealers, helping resolve questions about bicycles, parts and accessories, warranties, orders, and services.

This role blends customer service with technical troubleshooting across email, phone, and live chat. You will collaborate with Warranty, Warehouse, Product, Engineering, and Support teams to resolve issues and relay recurring

Qualifications

• 2+ years of experience in customer service, technical support, or a related customer-facing role.
• Excellent written and verbal communication skills with strong troubleshooting and problem-solving abilities.
• Experience using Zendesk or other customer support platforms.
• Being able to work in a Saturday - Wednesday schedule (hybrid)
• Strong experience handling customer conversations over email, live chat, and phone.

Responsibilities

• Provide professional customer and dealer support through Zendesk, phone, and website live chat.
• Assist with product questions, bicycle setup, technical troubleshooting, warranty inquiries, orders, returns, replacement parts, and product registration.
• Conduct inbound and outbound technical support calls with customers and dealers.
• Diagnose mechanical, electronic, and product-related issues using approved troubleshooting procedures.
• Collect relevant information, photos, videos, serial numbers, and troubleshooting results needed to evaluate support and warranty cases.
• Escalate technical, warranty, safety, and product-quality concerns to the appropriate internal teams while maintaining ownership of customer communication.
• Accurately document customer interactions, troubleshooting steps, decisions, and resolutions in Zendesk.
• Identify recurring product issues and report customer feedback to Product, Engineering, Warranty, and After-Sales teams.
• Contribute to Support Center articles, FAQs, troubleshooting guides, templates, and internal knowledge resources.
• Meet established service-level expectations, including first-response and resolution targets.
• Provide dependable weekend coverage during the assigned Saturday through Wednesday and occasional holiday schedule.

Skills

Customer service

Technical support

Zendesk

Communication

Troubleshooting

Tools

Zendesk

Job description

XDS's X-LAB team is seeking a customer-focused and technically minded Customer Service Agent to join the Support group. You’ll be a primary contact for riders and dealers, helping resolve questions about bicycles, parts and accessories, warranties, orders, and services.

This role blends customer service with technical troubleshooting across email, phone, and live chat. You will collaborate with Warranty, Warehouse, Product, Engineering, and Support teams to resolve issues and relay recurring