Upway

Customer Support

• Handle customer inquiries efficiently: Ensure all customer questions and issues are resolved quickly and satisfactorily
• Exceed customer expectations in every interaction
• Respond promptly across multiple channels: Reply quickly to customer inquiries via email, chat, and occasionally by phone
• Maintain a high level of responsiveness to provide timely support to customers
• Assist customers in choosing the perfect e-bike: Help customers select the e-bike that best fits their needs, preferences, and budget
• After-sales service: Provide customers with regular updates on the status of their e-bike delivery
• Handle warranty cases efficiently and coordinate with relevant departments to resolve issues promptly
• Support customers with any post-purchase questions or concerns, ensuring a smooth after-sales experience
• Address any issues or discrepancies after delivery, such as missing parts or damage, and coordinate appropriate solutions
• Improve support and operational processes: Proactively identify areas for improvement in customer care and operational procedures
• Collaborate with the team to develop and implement innovative solutions to enhance the customer experience
• Share feedback and suggestions to optimize workflows, improve communication channels, and refine customer service procedures
• Contribute to the development of training materials and resources to enhance the skills and knowledge of the customer service team

Customer Care – Bike Expert

Manager

• Work closely with the Accounting and Strategy & Planning teams to forecast accurately the company Cash Position
• Take ownership of the banking relationships of the company (JPM, Citi, HSBC, BPCE, Belfius, Qonto & Brex)
• Define the strategy to finance the company growth at the best financial conditions possible and execute against it.
• Manage company cash reserves in three currencies (€, £ & $)
• Support founders on ad-hoc finance related projects

Group Treasury – Financing Manager

• Develop and scale new revenue streams beyond e-bike sales, including accessories, insurance, warranties, subscriptions, and financing.
• Define and execute the long-term strategy for New Services, starting from a 5-year vision down to actionable plans.
• Build and lead a high-performing team, hiring, training, and mentoring talent to operationalize the strategy.
• Collaborate with cross-functional and local teams (Product, Tech, Operations, Marketing) to deploy new services at scale while respecting market-specific opportunities and challenges.
• Get a deep understanding of consumer needs in each market and build a strategy around them.
• Ultimately own the business outcomes, including revenue growth, profitability, customer satisfaction and overall performance of New Services across all operating markets.

General Manager – New Services

Business Development Rep

• Own the full partner lifecycle: from cold outreach to onboarding, relationship management, and performance tracking
• Drive outbound sales: perform high-volume prospecting via email, phone, and in-person visits—especially in the first 1–2 months
• Build and grow our partner network in your region, including independent bike shops, large retailers, and OEMs
• Source and negotiate the best possible inventory of second-hand electric bikes
• Travel extensively to meet with partners, understand their needs, and build long-term relationships
• Act as the face of Upway in the market—representing our brand with professionalism, integrity, and passion
• Collaborate cross-functionally with operations, marketing, and product teams to ensure a seamless customer and partner experience
• Deliver against ambitious targets while maintaining a high standard of execution and attention to detail

B2B Business Development Manager

• Own the full partner lifecycle: from cold outreach to onboarding, relationship management, and performance tracking
• Drive outbound sales: perform high-volume prospecting via email, phone, and in-person visits—especially in the first 1–2 months
• Build and grow our partner network in your region, including independent bike shops, large retailers, and OEMs
• Source and negotiate the best possible inventory of second-hand electric bikes
• Travel extensively to meet with partners, understand their needs, and build long-term relationships
• Act as the face of Upway in the market
• Collaborate cross-functionally with operations, marketing, and product teams to ensure a seamless customer and partner experience
• Deliver against ambitious targets while maintaining a high standard of execution and attention to detail

• Own the full partner lifecycle: from cold outreach to onboarding, relationship management, and performance tracking
• Drive outbound sales: perform high-volume prospecting via email, phone, and in-person visits—especially in the first 1–2 months
• Build and grow our partner network in your region, including independent bike shops, large retailers, and OEMs
• Source and negotiate the best possible inventory of second-hand electric bikes
• Travel extensively to meet with partners, understand their needs, and build long-term relationships
• Act as the face of Upway in the market—representing our brand with professionalism, integrity, and passion
• Collaborate cross-functionally with operations, marketing, and product teams to ensure a seamless customer and partner experience
• Deliver against ambitious targets while maintaining a high standard of execution and attention to detail
• Own the entire sales cycle—from cold outreach to deal closing—and source the best second-hand e-bikes in your territory through retail and brand partnerships

Customer Success Manager

• Be the voice of Upway: solve customers' questions, issues, and needs related to e-bikes they have bought from Upway
• Provide outstanding customer support via email, chat, and phone
• Develop bike knowledge within the Upway Customer Support team (e.g., by writing articles into the internal knowledge base)
• Collaborate with internal teams (e.g., logistics, operations) to ensure smooth transitions throughout buying and selling processes
• Collect feedback from customers to help improve Upway's processes and offerings
• Join the operations team in Brooklyn, NY and report to Erik Haamer

Customer Success Specialist, Bike Expert

• Be the first point of contact for potential customers, guiding them through the decision-making process and helping them find the perfect e-bike
• Engage with potential customers via email, chat, and phone to answer product-related questions and guide them towards purchasing the right e-bike
• Use deep knowledge of bikes to provide personalized recommendations that drive sales and enhance the customer experience
• Share 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
• Report to: Erik Haamer

Operations

• Serve as Upway’s face on the road delivering and picking up e-bikes across the Los Angeles area using an Upway-branded van
• Provide professional, customer-friendly handoffs at each delivery, including basic bike set-up support when needed
• Support daily warehouse operations during non-driving hours, including packaging, moving, and preparing bikes for shipment
• Maintain accurate records of deliveries, pick-ups, and warehouse inventory movements
• Collaborate with the warehouse and customer support teams to ensure smooth scheduling, routing, and on-time deliveries
• Uphold Upway’s safety, vehicle use, and quality standards to protect customers, team, and brand

Delivery and Operations Specialist

Account Manager

• Play a key role in Upway’s launch and growth in Italy, acting as the face and voice of the company in the market.
• Responsible for building Upway’s image, driving awareness, and establishing Upway as the trusted partner for e-bikes in Italy.
• Develop a network of bike stores: build and expand a nationwide network of retailers offering trade-in solutions; train stores to use the trade-in tool; help stores offer vouchers; spend 3–4 days per week on the road during the first year.
• Collaborate with leasing and rental companies: negotiate buy-back agreements; secure a steady flow of used e-bikes into the pipeline after 2–3 years of use.
• Partner with brands: acquire demo and test bikes; identify co-marketing opportunities to promote trade-in and buy-back services.

B2B Partnership Manager

• Acquire used e-bikes from international B2B partners (manufacturers, retailers, refurbishers, rental companies, leasing firms, etc.) to gradually increase the number of e-bikes available on the website.
• Develop a network of bicycle stores from scratch, enabling them to offer trade-in solutions to customers; use trade-in tool and provide guaranteed purchase commitment; spend 3/4 days a week on the road in the first months to build this network.
• Collaborate with e-bike leasing and rental companies to establish buy-back agreements for e-bikes after 2-3 years of usage.
• Build partnerships with e-bike brands to purchase demo or test bikes and explore co-marketing campaigns to promote trade-in and buy-back services.
• Report to the Territory Manager.