CSR1

Lectric eBikes • Phoenix, AZ

8d • Onsite

About The Position

Lectric eBikes didn’t become North America’s largest ebike brand by accident — we earned it by putting customers first at every stage of their journey. Our customer experience team supports a community of more than half a million riders, from first-time commuters to seniors rediscovering the joy of cycling, all connected by a shared belief in simpler, more accessible mobility.

As a Customer Service Representative at Lectric, you play a direct role in shaping how customers experience our products and our brand. This role is for people who care deeply about helping others and want to be part of a team that treats customer experience as a craft. You’ll provide end-to-end support for our customers by owning concerns through resolution, handling escalated needs when appropriate, and working within established processes while also exercising judgment in situations where workflows don’t yet exist. In this role, you’ll use the right tools, escalation paths, and empowered decision-making to reduce customer friction.

At Lectric, we believe in fostering a culture of meaningful connection, collaboration, and professional growth through in-office interactions. This position requires an in-office presence M-F at Lectric headquarters in North Phoenix and the employee must live within a commutable distance to the office.

Requirements

• 1+ years of customer service experience in a support or account management capacity preferably in a technology-enabled industry.
• In-person attendance daily (M-F) at Lectric’s North Phoenix headquarters. This is a 100% in-office role.
• Comfort with CRM platforms like Gladly or Zendesk. Familiar with basic tech functions (resetting passwords, account maintenance, updating profiles, etc.).
• Must be able to lift up to 15 pounds at times.

Nice To Haves

• Spanish-speaking (bilingual pay incentive)
• Prior startup experience
• Prior experience guiding non-technical customers in a troubleshooting environment

Responsibilities

• Serve as the primary voice of Lectric, supporting customers and partners across order support, product questions, and technical troubleshooting through inbound phone and email channels
• Take end-to-end ownership of customer issues, including complex or high-emotion interactions that require de-escalation, clear communication, and sound judgment
• Diagnose, troubleshoot, and resolve product, payment, shipping, and service-related issues accurately and efficiently, using internal knowledge resources and tools
• Monitor support queues and aging requests, escalate urgent issues when appropriate, and proactively keep customers informed throughout the resolution process
• Build and maintain strong knowledge of Lectric products, systems, and policies to deliver consistent, high-quality support
• Identify recurring customer issues, product gaps, or process breakdowns and surface clear, actionable insights to product, engineering, and marketing.
• Create a delightful, consultative, customer experience that handles the customer’s concerns and exceeds the customer’s expectations while understanding their needs

Benefits

• 12 PTO days annually
• 10 Paid holidays per year
• 16 hours of Floating Time Off
• Health, dental and vision coverage
• 401k plan with employer match
• Onsite lunch
• Complimentary eBike after 90 days of employment
• Quarterly team building events

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed