Customer Experience Lead

Ride Aventon•Brea, CA

1d•Onsite

About The Position

The Customer Experience Lead supports the Customer Experience Supervisor by providing day-to-day leadership, coaching, and operational guidance to the Customer Experience team. This role serves as a subject matter expert, helping team members deliver exceptional service across technical and customer support while ensuring a consistent, high-quality customer experience. The Customer Experience Lead is passionate about developing others, fostering a collaborative and accountable team environment, and resolving complex customer issues with professionalism and empathy. By leading through example, this role reinforces Aventon's people-first culture, supports continuous improvement, and helps the team achieve its performance and customer satisfaction goals.

Requirements

Minimum of 3 years of customer service experience in a call center, contact center, or retail environment.
At least 1 year of hands-on bicycle maintenance or repair experience; e-bike experience preferred.
Experience using Zendesk or a similar customer support platform to manage customer interactions and case resolution.
Excellent verbal and written communication skills.
Strong organizational, time management, and multitasking skills in a fast-paced environment.
Demonstrated problem-solving skills with the ability to troubleshoot and resolve customer issues effectively.
Proficiency with Microsoft Office or Google Workspace and the ability to learn new systems quickly.
Strong attention to detail, accountability, and commitment to delivering exceptional customer service.
Ability to work independently while collaborating effectively in a team-oriented environment.
High school diploma or equivalent required; additional technical training or bicycle industry certifications are a plus.

Nice To Haves

Previous experience serving as a team lead, mentor, trainer, or subject matter expert is preferred.

Responsibilities

Serve as a subject matter expert and provide day-to-day guidance and support to Customer Experience team members.
Coach and mentor teammates through real-time support, ticket reviews, and knowledge sharing.
Respond to customer inquiries via phone, email, chat, and SMS, providing timely, accurate, and professional support.
Troubleshoot product, order, warranty, and service-related issues while identifying appropriate solutions.
Handle complex customer escalations and partner with leadership when additional support is needed.
Document customer interactions accurately in Zendesk and maintain detailed case records.
Escalate unresolved issues to the appropriate teams and follow through to ensure timely resolution.
Stay current on Aventon products, policies, promotions, and support procedures.
Meet established performance expectations, including quality, productivity, response time, and customer satisfaction metrics.
Collaborate with cross-functional teams to resolve customer issues and improve support processes.
Identify recurring customer concerns or process improvement opportunities and share recommendations with leadership.
Participate in training, team meetings, and continuous learning opportunities.
Represent Aventon professionally in every customer interaction while promoting a positive brand experience.