Technical Customer Experience Specialist – MOD BIKES

MOD BIKES; Austin (TX); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

PTO

Growth path

Small tight-knit team

Job summary

MOD BIKES is seeking a hands-on bike technician to join our on-site Austin team. You will diagnose mechanical and electrical issues, guide teammates, and walk customers through fixes via phone, email, and video.

You'll help build user guides and support content, record quick how-to videos, and collaborate with the Garage team on tricky repairs, ensuring cases stay organized from escalation to resolution.

Qualifications

• Hands-on mechanical and electrical troubleshooting experience with bikes (e-bike experience strongly preferred).
• Comfortable communicating with customers over phone, email, and video.
• Organized, self-directed, and good at juggling multiple open cases at once.
• Some familiarity with how support/ticketing systems work.
• Available on-site in Austin, full-time.

Responsibilities

• Diagnose and resolve complex mechanical and electrical issues escalated from our Support team.
• Serve as the technical go-to for teammates who need guidance on a tricky case.
• Communicate directly with customers by phone, email, and video to troubleshoot in real time.
• Record quick how-to videos guiding customers through fixes for common and not-so-common issues.
• Help build out user guides, assembly instructions, and other support content.
• Jump in with the Garage team on trickier repairs when needed.
• Keep cases organized and moving, from first escalation to resolution.

Skills

Bike repair

Customer communication

Multitasking

Ticketing systems

Tools

Freshdesk

Job description

We're looking for someone who's genuinely comfortable on both ends of a bike issue — diagnosing what's actually wrong, and then communicating it clearly, whether that's guiding a teammate through a tricky case or walking a customer through a fix themselves. You'll be the technical backbone of our Support team, working closely with our Customer Experience Manager to solve the cases that need real hands-on knowledge.

What You'll Do

• Diagnose and resolve complex mechanical and electrical issues escalated from our Support team
• Serve as the technical go-to for teammates who need guidance on a tricky case
• Communicate directly with customers by phone, email, and video to troubleshoot in real time
• Record quick how-to videos guiding customers through fixes for common and not-so-common issues
• Help build out user guides, assembly instructions, and other support content
• Jump in with the Garage team on trickier repairs when needed
• Keep cases organized and moving, from first escalation to resolution

What We're Looking For

• Hands-on mechanical and electrical troubleshooting experience with bikes (e-bike experience strongly preferred)
• Comfortable and confident communicating with customers over phone, email, and video
• Organized, self-directed, and good at juggling multiple open cases at once
• Some familiarity with how support/ticketing systems work
• Available on-site in Austin, full-time

Bonus Points For

• Direct e-bike repair or build experience
• Experience creating instructional or how-to video content
• Previous customer-facing experience, bikes or otherwise
• Familiarity with Freshdesk or similar helpdesk tools
• Strong writing skills — you'll help write user guides and support docs

What We Offer

• Competitive rate, based on experience
• Medical, Dental, and Vision insurance
• PTO
• A real growth path — this role is designed to grow within the Support team as you build a track record
• A small, tight-knit team that actually wants to see you succeed

Location

This is an on-site role based at our Austin, TX shop.