Customer Experience Agent

Ride Aventon•Brea, CA

7d•$22 - $22

About The Position

About Aventon Aventon is an electric bicycle company that is passionate about creating high-quality, stylish, and affordable ebikes. We believe that e-bikes have the potential to revolutionize transportation and make it more accessible for everyone. Aventon is committed to providing our customers with the best possible riding experience, and we are always looking for ways to improve our products and services. Position Summary The Customer Experience Agent plays a critical role in shaping how customers and potential customers perceive Aventon. As one of the “faces” of the company, you will deliver world-class service that builds trust, loyalty, and long-term relationships. You are passionate about customer experience, confident in handling inquiries, and skilled at de-escalating challenging situations with professionalism and empathy. You are a strong communicator, a team player, and committed to continuous learning and improvement.

Requirements

2+ years of experience in a contact center, customer support, or retail customer service environment
Hands-on experience with Zendesk or similar ticketing/CRM systems (required)
Strong written communication skills with exceptional attention to grammar, spelling, and tone
Experience handling high-volume customer inquiries while maintaining quality and accuracy
Comfortable using Google Workspace/Microsoft Office, and web-based tools
Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment
Strong problem-solving skills with a proactive, solution-oriented mindset

Nice To Haves

Experience in the bicycle industry or as an active cycling enthusiast is highly preferred

Responsibilities

Develop in-depth knowledge of Aventon’s product line, including features, benefits, and common troubleshooting needs
Provide exceptional customer support via email and other support channels, ensuring a people-first approach
Manage customer inquiries related to pre-sales, post-sales, and product support
Evaluate, process, and release orders accurately and efficiently
Utilize internal systems and workflows to resolve customer issues in a timely manner
Document recurring issues, solutions, and FAQs to contribute to the internal knowledge base
Escalate complex issues appropriately and provide actionable customer feedback to leadership
Maintain accurate records of customer interactions within the CRM/ticketing system