Full-timeLos Angeles, CA, USA$40k - $50k /yrIn-person
About the Job
Requirements
Expert knowledge of bikes or e-bikes, such as experience in a bike shop, bike manufacturer, or another industry participant.
Excellent written and oral communication skills.
Comfort with technology.
An empathetic and enthusiastic personality.
Autonomy and the ability to work in a fast-paced environment.
The ability to identify, analyze, and resolve issues efficiently and effectively.
Adaptability and the ability to find creative solutions for customers in ambiguous circumstances.
Responsibilities
Engage with potential customers via email, chat, and phone to answer product-related questions and guide them toward purchasing the right e-bike.
Use deep knowledge of bikes to provide personalized recommendations that drive sales and enhance the customer experience.
Contribute expertise to the broader team through the internal knowledge base and training resources.
Collaborate with logistics and operations teams to ensure seamless fulfillment and a smooth handoff from sale to delivery.
Gather and report customer feedback to help shape product offerings and improve the sales process.
Desired Qualifications
Interest in sustainability, mobility, and technology.
Experience in customer support.
Upway is a fast-growing startup building the world’s largest e-commerce site for e-bikes 🚲. We are rapidly expanding in our mission to make electric mobility more accessible and reduce waste 🌎!
We are now hiring a Customer Support Specialist (Bike Expert, previous experience with e-bikes preferred, but expert knowledge of analog bikes is also welcome) to join our Los Angeles, CA team.
In this role, you'll be the first point of contact for potential customers, guiding them through the decision-making process and helping them find the perfect e-bike. Your main focus will be driving sales, answering product-related questions, and delivering an exceptional customer experience that turns inquiries into conversions.
Key Responsibilities
Engage with potential customers via email, chat, and phone to answer product-related questions and guide them towards purchasing the right e-bike.
Use your deep knowledge of bikes to provide personalized recommendations that drive sales and enhance the customer experience.
Share your expertise with the broader team by contributing to the internal knowledge base and training resources.
Collaborate closely with logistics and operations teams to ensure seamless fulfillment and a smooth handoff from sale to delivery.
Gather and report customer feedback to help shape product offerings and improve the sales process.
Necessary Skills
Expert knowledge about bikes or e-bikes (e.g., experience in a bike shop, bike manufacturer, or any other industry player).
Excellent written and oral communication skills
Comfortability with technology
An empathetic and enthusiastic personality
Autonomy and ability to work in a fast-paced environment
Problem-solving ability – you can identify, analyze, and resolve issues efficiently and effectively
Adaptability: you can find creative solutions for customers in ambiguous circumstances
Nice to Haves
Interests in sustainability, mobility, and technology