Customer Operations Associate

Infinite Machine • New York, NY

3d • Onsite

About The Position

Infinite Machine is hiring a Customer Operations Associate to own the post-purchase customer journey for P1, a plated electric motorcycle, and Olto, a Class 2 e-bike. This role sits within the Operations function and covers delivery logistics, vehicle registration support, light assembly and service, and customer issue resolution, working closely with the Marketing, Sales, and Service teams. The Customer Operations Associate is responsible for scheduling, tracking, and completing customer deliveries across store locations, performing regional deliveries by van, and ensuring vehicles are prepared and assembled correctly before handoff. It also owns customer communications, escalating to Service or Engineering as needed and working with those teams to deliver positive customer outcomes. This is a hands-on, in-person operations role, not a contact-center, desk, or Tier 1 support queue position. Customer communication is one component of the work rather than its primary focus. The role is on-site and field-based, working closely with a small operations team out of our headquarters in Long Island City.

Requirements

• Bachelor's degree or equivalent practical experience.
• Experience in customer-facing roles, ideally where you owned outcomes rather than just answered tickets.
• Valid driver's license and comfortable driving a cargo van in and around NYC (no CDL required).
• Able to ride, move, and perform light repair on two-wheeled vehicles.
• Highly organized: you track many open items on tight timelines without reminders.
• Strong written and verbal communication, you are comfortable drafting an email to thousands of customers or resolving a tense issue over the phone.
• Bias for action: fast, judgment-driven responses and resolutions.

Nice To Haves

• Auto or powersports dealership / delivery experience, including motorcycle or powersports dealers and online auto delivery models.
• Micromobility experience: e-bike, scooter, or moped operations, dealer, or service.
• Field service, installation, or white-glove delivery experience.
• Last-mile, fulfillment, courier, or fleet operations background.
• Experience with Intercom, Zendesk, or similar tools.
• Startup or early-stage operations experience.

Responsibilities

• Schedule, track, stage, and dispatch customer deliveries across our store locations. Personally perform regional deliveries by van. Own the delivery experience as the customer's first physical impression of the brand.
• Monitor inbound channels and own Tier 1 resolution for existing customers. Draft and send clear group and individual communications, pick up the phone when a thread is not working, and partner with Service and Engineering to close out anything beyond Tier 1 with a good customer outcome.
• Guide customers through vehicle registration, which is handled by our registration partner. You do not own titling operations, but you need to understand the process well enough to set customer expectations, answer common questions, and coordinate with the partner when a case needs attention.
• Perform pre-delivery prep, light assembly, and basic repairs on two-wheeled vehicles. Diagnose simple issues in the field and know when to escalate to Service or Engineering.
• Keep delivery, registration, and service status legible and current so nothing falls through the cracks on tight timelines.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level