Customer Support Agent

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.

You’re a Spectacular Fit With:

Previous experience working in the bicycle industry, bike retail, or technical bicycle support.

Passion for cycling with strong knowledge of bicycle components, assembly, maintenance, and troubleshooting.

Experience supporting e-bikes, electronic shifting systems, or bicycle warranty programs.

Success Metrics

Achieving a 2-hour first-response rate of 90% or higher during business hours.

Achieving a 48-hour resolution rate of 90% or higher for standard customer inquiries and support cases.

Maintaining strong Customer Satisfaction scores through professional, accurate, and empathetic support.

Accurately documenting customer interactions, troubleshooting findings, and resolutions in Zendesk.

Escalating urgent technical, safety, warranty, and product-quality issues promptly.

Identifying recurring product trends and providing actionable feedback to internal teams.

Contributing to continuous improvements in support documentation, troubleshooting processes, and the X-LAB Support Center.

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Our Compensation and Benefits

Competitive pay

Generous time off policy

Comprehensive medical, dental, and vision coverage

Office space in beautiful Santa Monica, California