CSR - Bike Technical Support

Ride1Up; San Diego (CA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

High demand, high growth industry

Discounts on electric bikes

Potential e-commerce experience

Job summary

Ride1Up is seeking a CSR - Bike Tech Support in San Diego, California. This role requires strong bicycle knowledge and experience in customer support through phone and email channels. The ideal candidate will troubleshoot issues and recommend products while managing high-volume inquiries.

This position is not remote and will involve direct customer interactions through online platforms. The unique opportunity also includes benefits like discounts on electric bikes and the chance to work in a growing e-commerce environment.

Qualifications

• Strong bicycle knowledge with a preference for electric bicycle experience.
• Ability to communicate directly with customers and problem-solve effectively.
• Experience handling high volume inquiries via phone and email.

Responsibilities

• Diagnose warranty cases and provide recommendations remotely.
• Manage customer service inquiries via email and phone using Freshdesk.
• Update customers on production and shipping timelines.

Skills

Bicycle knowledge

Problem solving

Fast typing

Customer communication

Tools

Freshdesk

Zendesk

WordPress

Job description

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.

Benefits

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

Responsibilities

• 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

Qualifications

• 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 WordPress a plus