E-Bike Customer Experience Specialist

Aventon; Brea (CA); On-site; USD 45,000 - 70,000; Full time

Benefits offered by this job

Medical coverage

Vision & Dental

Life insurance

401K retirement plan

Vacation, Sick Leave & Personal Day

Training and Development

Employee discounts on bikes

Job summary

Aventon is seeking a Customer Experience Agent to join our team in California. You will deliver world-class service, handle inquiries with empathy, and de-escalate challenging situations while maintaining professionalism.

Bring 2+ years of customer support experience, Zendesk proficiency, and strong written communication to a fast-paced environment. This role emphasizes data-driven decision making and a customer-first mindset.

Qualifications

• 2+ years 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

Zendesk experience

Written communication

Multitasking

Time management

Problem solving

Data-driven thinking

Customer empathy

Active cycling interest

Tools

Zendesk or similar CRM

Job description

Aventon is seeking a Customer Experience Agent to join our team in California. You will deliver world-class service, handle inquiries with empathy, and de-escalate challenging situations while maintaining professionalism.

Bring 2+ years of customer support experience, Zendesk proficiency, and strong written communication to a fast-paced environment. This role emphasizes data-driven decision making and a customer-first mindset.