Customer Experience Specialist (E‑Bike Support)

Aventon; Brea (CA); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Medical benefits

401K retirement plan

Paid time off

Training & development

Employee discounts on bikes & gear

Career opportunities

Job summary

Aventon is seeking a Customer Experience Agent in California to deliver world-class support to customers across pre-sales, post-sales, and product inquiries. You will engage with customers professionally, de-escalate issues, and build lasting relationships while collaborating with teams to resolve problems.

The role emphasizes data-driven decision making, strong communication, and a team-focused attitude as you help maintain high service standards in a fast-paced environment.

Qualifications

• 2+ years of experience in a contact center, customer support, or retail customer service environment.
• Hands-on experience with Zendesk or similar ticketing/CRM systems (required)
• Strong written communication skills with exceptional attention to grammar, spelling, and tone
• Experience handling high-volume customer inquiries while maintaining quality and accuracy
• Comfortable using Google Workspace/Microsoft Office, and web-based tools
• Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment
• Experience in the bicycle industry or as an active cycling enthusiast is highly preferred

Responsibilities

• Develop in-depth knowledge of Aventon’s product line, including features, benefits, and common troubleshooting needs
• Provide exceptional customer support via email and other support channels, ensuring a people-first approach
• Manage customer inquiries related to pre-sales, post-sales, and product support
• Evaluate, process, and release orders accurately and efficiently
• Utilize internal systems and workflows to resolve customer issues in a timely manner
• Document recurring issues, solutions, and FAQs to contribute to the internal knowledge base
• Escalate complex issues appropriately and provide actionable customer feedback to leadership
• Maintain accurate records of customer interactions within the CRM/ticketing system

Skills

Customer service

Multitasking

Time management

Strong written communication

Problem solving

Data-driven decision making

Tools

Zendesk

Job description

Aventon is seeking a Customer Experience Agent in California to deliver world-class support to customers across pre-sales, post-sales, and product inquiries. You will engage with customers professionally, de-escalate issues, and build lasting relationships while collaborating with teams to resolve problems.

The role emphasizes data-driven decision making, strong communication, and a team-focused attitude as you help maintain high service standards in a fast-paced environment.