Customer Support Agent
$52,000–$52,000 year
HybridLos Angeles, California, United States
Job Summary
Provide professional customer and dealer support through Zendesk, phone, and website live chat. Assist with product questions, bicycle setup, technical troubleshooting, warranty inquiries, orders, returns, replacement parts, and product registration. Conduct inbound and outbound technical support calls to diagnose mechanical, electronic, and product-related issues using approved procedures. Collect relevant information, photos, videos, serial numbers, and troubleshooting results needed to evaluate support and warranty cases. Escalate technical, warranty, safety, and product-quality concerns to internal teams while accurately documenting interactions in Zendesk. Identify recurring product issues and report feedback to Product, Engineering, and Warranty teams. Contribute to Support Center articles, FAQs, and internal knowledge resources. Meet established service-level expectations for first-response and resolution targets. Maintain weekend coverage during the assigned Saturday through Wednesday hybrid schedule.
Required Qualifications
- 2+ years of experience in customer service, technical support, or a related customer-facing role
- Excellent written and verbal communication skills with strong troubleshooting and problem-solving abilities
- Experience using Zendesk or other customer support platforms
- Being able to work in a Saturday - Wednesday schedule (hybrid)
- Strong experience handling customer conversations over email, live chat, and phone
Desired Qualifications
- Previous experience working in the bicycle industry, bike retail, or technical bicycle support
- Passion for cycling with strong knowledge of bicycle components, assembly, maintenance, and troubleshooting
- Experience supporting e-bikes, electronic shifting systems, or bicycle warranty programs
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