Bike Tech Support Specialist (Hybrid)

XDS; Los Angeles (CA); Hybrid; USD 60,000 - 80,000; Full time

Benefits offered by this job

Competitive pay

Generous time off policy

Medical, dental, and vision coverage

Office space in Santa Monica, CA

Job summary

XDS’s X-LAB seeks a customer-focused and technically minded Customer Service Agent to join our growing Support team in Santa Monica, CA. You’ll be a primary contact for riders and dealers, helping resolve questions about X-LAB bicycles, parts and accessories, warranties, orders, and services.

This hybrid role combines customer service with technical troubleshooting across email, phone, and live chat. You’ll collaborate with Warranty, Warehouse, Product, Engineering, and Support teams to resolve

Qualifications

• 2+ years of experience in customer service or technical support.
• Strong written and verbal communication.
• Experience with Zendesk or similar platforms.
• Ability to work Saturday–Wednesday hybrid schedule.
• Experience supporting cycling products is a plus.

Responsibilities

• Provide professional customer and dealer support through Zendesk, phone, and live chat.
• Assist with product questions, bicycle setup, troubleshooting, warranty inquiries, orders, returns, and parts.
• Conduct inbound and outbound technical support calls with customers and dealers.
• Diagnose mechanical and electronic issues using troubleshooting procedures.
• Document customer interactions and resolutions in Zendesk.
• Escalate issues to internal teams while maintaining ownership of communication.
• Identify recurring product issues and report feedback to Product/Engineering/Warranty.
• Contribute to Support Center articles and guides.
• Meet service-level targets for first response and resolution.
• Provide weekend coverage on Saturdays through Wednesdays and occasional holidays.

Skills

Customer service

Technical troubleshooting

Zendesk

Email/Chat/Phone

Hybrid schedule

Tools

Zendesk

Job description

XDS’s X-LAB seeks a customer-focused and technically minded Customer Service Agent to join our growing Support team in Santa Monica, CA. You’ll be a primary contact for riders and dealers, helping resolve questions about X-LAB bicycles, parts and accessories, warranties, orders, and services.

This hybrid role combines customer service with technical troubleshooting across email, phone, and live chat. You’ll collaborate with Warranty, Warehouse, Product, Engineering, and Support teams to resolve