Technical Support Representative for Electric Bikes

The Technical Support Representative will report to the Customer Support Manager and will have important customer facing responsibilities. The Technical Support Rep must have bicycle experience and have experience leading and growing e-commerce customer support teams. They will be leading all tech support functions including developing best practices, increasing staff productivity, documenting standard operating procedures, and recruiting new team members in person.

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
• Complementary electric bike after onboarding period
• Opportunity to participate in company stock option plan
• Potential to gain value e-commerce operations experience

Roles and Responsibilities

• Provide technical support via email and phone utilizing our Customer Support Portal
• Provide product recommendations including sales calls and emails.
• Troubleshoot technical bike issues
• Recruit, onboard and training customer support staff
• Build department culture and motivate team members
• Maintain department KPI’s
• Ad-hoc requests as needed

Do you have experience in Zoom?, * 3+ years of customer support experience

• Ability to problem solve and communicate directly with customers, including de-escalation tactics
• Experience developing best practices and documenting standard operating procedures (SOPs)
• Fast typing (50+ WPM) w/ comfort managing high volume email inboxes
• Experience with Zendesk, FreshDesk or similar platforms
• Experience with e-commerce and WordPress a plus, * Bike Industry : 1 year (Required)
• ebike assembly : 2 years (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Flexible spending account, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

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.