GENERAL SUMMARY - BIKE EXPERIENCE REQUIRED

Ride1Up is a leading e-commerce company focused on the sale of electric bikes direct to consumer. This is a unique opportunity for a customer support professional to join a fun, fast paced industry while gaining valuable e-commerce operations experience.

The Customer Support Specialist will report to the Customer Support Manager and will have important customer facing responsibilities. The Specialist 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 inquires. 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.

Strong bicycle experience required. Electric bicycle experience preferred.

BENEFITS!

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

Responsibilities

Provide customer support via email and phone utilizing our Customer Support Portal (Freshdesk)
Troubleshoot technical bike issues
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
Customer service experience
Fast typing (50+ WPM) w/ comfort managing high volume email inboxes
Experience with Freshdesk or Zendesk
Experience with e-commerce and WordPress a plus

Ride1Up

New Jobs

Customer Support Representative - Phones and emails