Customer Success Specialist, Bike Expert
Upway
Customer Success Specialist, Bike Expert
Upway
full-time
Posted on:
Origin: • 🇺🇸 United States • New York
Visit company websiteSalary
💰 $45,000 - $60,000 per year
Job Level
Mid-LevelSenior
About the role
- 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
Requirements
- Expert knowledge about bikes or e-bikes (e.g., experience in a bike shop, bike manufacturer, or any other industry player)
- Previous experience with e-bikes preferred (expert knowledge about analog bikes is suitable as well)
- 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 – identify, analyze, and resolve issues efficiently and effectively
- Adaptability: find creative solutions for customers in ambiguous circumstances
- Nice to haves: Interests in sustainability, mobility, and technology; Experience in customer support
