Technical Support Representative for Electric Bikes

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.

Please note this is not a remote position and this position also requires experience in the bike industry.

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 in online customer support.

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
• Maintain department KPI's
• Ad-hoc requests as needed

Experience

• 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

Job Type: Full-time

Pay: $21.00 - $26.00 per hour

Benefits:

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

Application Question(s):

• Please share your experience with ebikes. This can be from a professional or personal perspective.

Experience:

• Bike Industry : 1 year (Required)
• ebike assembly : 2 years (Required)

Ability to Commute:

• San Diego, CA 92110 (Required)

Work Location: In person