Customer Support Agent

About the role

X-LAB is seeking a customer-focused and technically minded Customer Service Agent to join our growing Support team. You’ll be a primary point of contact for riders and dealers, helping resolve questions about X-LAB bicycles, parts and accessories, warranties, orders,, and services.

This role combines customer service with technical troubleshooting across email, phone, and live chat. You will work closely with our Warranty, Warehouse, Product, Engineering, and Support teams to resolve customer issues and communicate recurring product feedback.

This position follows a Saturday-through-Wednesday hybrid schedule, with Thursdays and Fridays off.

What You’ll Do

Provide professional customer and dealer support through Zendesk, phone, and website live chat.
Assist with product questions, bicycle setup, technical troubleshooting, warranty inquiries, orders, returns, replacement parts, and product registration.
Conduct inbound and outbound technical support calls with customers and dealers.
Diagnose mechanical, electronic, and product-related issues using approved troubleshooting procedures.
Collect relevant information, photos, videos, serial numbers, and troubleshooting results needed to evaluate support and warranty cases.
Escalate technical, warranty, safety, and product-quality concerns to the appropriate internal teams while maintaining ownership of customer communication.
Accurately document customer interactions, troubleshooting steps, decisions, and resolutions in Zendesk.
Identify recurring product issues and report customer feedback to Product, Engineering, Warranty, and After-Sales teams.
Contribute to Support Center articles, FAQs, troubleshooting guides, templates, and internal knowledge resources.
Meet established service-level expectations, including first-response and resolution targets.
Provide dependable weekend coverage during the assigned Saturday through Wednesday and occasional holiday schedule.

You’re a Great Fit With:

2+ years of experience in customer service, technical support, or a related customer-facing role.
Excellent written and verbal communication skills with strong troubleshooting and problem-solving abilities.
Experience using Zendesk or other customer support platforms.
Being able to work in a Saturday - Wednesday schedule (hybrid)
Strong experience handling customer conversations over email, live chat, and phone.