Retail & Customer Support Specialist, Los Angeles

Upway • Los Angeles, CA

2d • Onsite

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’re now hiring a Retail & Customer Support Specialist to join our Los Angeles, CA team. In this role, you’ll be the face of Upway for both our in-person and online customers. You’ll help visitors at our LA retail space find their perfect e-bike, offering test rides, product guidance, and a great buying experience. You’ll also support our eCommerce operations by assisting customers online - answering questions, resolving issues, and helping riders confidently complete their purchases. This is a dynamic, customer-facing role that blends retail sales with digital support. You’ll thrive if you’re personable, tech-savvy, and passionate about helping people discover the joy of electric mobility.

Requirements

• Previous experience in retail sales or customer support - ideally in an eCommerce or consumer-facing environment.
• Excellent communication and interpersonal skills; able to create trust and enthusiasm with customers both in person and online.
• Strong organizational skills with the ability to manage multiple customer interactions across different channels (chat, email, phone, and in-store).
• Tech-savvy and comfortable using digital tools such as CRM systems, chat platforms, and point-of-sale software.
• Reliable, punctual, and able to work both independently and collaboratively as part of a fast-paced team.
• Enthusiastic about helping customers find the right e-bike and delivering an exceptional experience from first contact to post-purchase support.

Nice To Haves

• Prior experience in the cycling, mobility, or sustainability industries.
• Familiarity with e-bikes (assembly, repair, or product knowledge).
• Experience in omnichannel retail (combining in-store and online customer engagement).
• A passion for sustainable transportation and helping more people discover the joy of e-biking.

Responsibilities

• Welcome customers to our Los Angeles UpCenter and guide them through the e-bike selection process, including product recommendations, test rides, and purchase support.
• Deliver an exceptional in-store experience that reflects Upway’s mission and values.
• Respond to online customer inquiries via chat, email, and phone—helping riders choose the right bike, resolve order issues, and navigate the buying process.
• Coordinate with the operations and logistics teams to ensure timely deliveries, order accuracy, and smooth post-sale follow-up.
• Maintain a clean, organized, and inviting retail space that showcases our bikes and accessories.
• Support basic administrative and warehouse tasks as needed, such as updating inventory or preparing bikes for display.
• Act as a brand ambassador for Upway - providing friendly, knowledgeable, and solution-oriented service across all customer touchpoints.

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