Customer Success Specialist (Bike Expert), Los Angeles

Upway • Los Angeles, CA

2d

About The Position

Upway is a fast-growing startup building the world’s largest e-commerce site for e-bikes 🚲. We are rapidly expanding in our mission to make electric mobility more accessible and reduce waste 🌎! We are now hiring a Customer Support Specialist (Bike Expert, previous experience with e-bikes preferred, but expert knowledge of analog bikes is also welcome) to join our Los Angeles, CA team. In this role, you'll be the first point of contact for potential customers, guiding them through the decision-making process and helping them find the perfect e-bike. Your main focus will be driving sales, answering product-related questions, and delivering an exceptional customer experience that turns inquiries into conversions.

Requirements

• Expert knowledge about bikes or e-bikes (e.g., experience in a bike shop, bike manufacturer, or any other industry player).
• 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 – you can identify, analyze, and resolve issues efficiently and effectively
• Adaptability: you can find creative solutions for customers in ambiguous circumstances

Nice To Haves

• Interests in sustainability, mobility, and technology
• Experience in customer support

Responsibilities

• Engage with potential customers via email, chat, and phone to answer product-related questions and guide them towards purchasing the right e-bike.
• Use your deep knowledge of bikes to provide personalized recommendations that drive sales and enhance the customer experience.
• Share your expertise with the broader team by contributing to the internal knowledge base and training resources.
• Collaborate closely with logistics and operations teams to ensure seamless fulfillment and a smooth handoff from sale to delivery.
• Gather and report customer feedback to help shape product offerings and improve the sales process.

Benefits

• You’ll work with a cool product. Electric and sustainable mobility will be ever present in your day-to-day life, and you’ll become an expert in these topics
• A dynamic environment with strong personal responsibility, presenting great learning and growth opportunities
• Comprehensive medical, dental, and vision plans
• Life, accidental death, and long-term disability insurance
• Paid company holidays and time off
• Competitive 401K Plan with matching

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees