Customer Service & Bike Tech
Job Description
Job Detail
- Receive, research, and respond to customer and dealer inquiries via phone, email, chat, and social media with empathy and professionalism
- Provide expert-level knowledge and troubleshooting support for bikes and e-bikes, including assembly, repair, maintenance, and general technical questions
- Manage consumer and dealer warranty claims, acting as a liaison between customers, sales, product, and warehouse teams
- Walk customers through assembly and troubleshooting steps clearly and confidently via phone or email
- Process returns, exchanges, and replacement parts with attention to accuracy and customer satisfaction
- Collaborate with the warranty, sales, and warehouse teams to ensure timely resolutions and a seamless experience for both consumers and dealers
- Build and inspect new and returned bikes for troubleshooting and quality control, as needed
- Respond to and monitor social media inquiries and reviews, escalating trends or product feedback to the appropriate teams
- Track and flag recurring issues, inefficiencies, or product concerns to improve customer experience and operational processes
- Maintain accurate communication records in Gorgias using automations and workflows to manage volume efficiently
- Communicate customer insights and product feedback constructively to product development, sales, and marketing teams
- Quickly become familiar with the Retrospec brand voice, customer service protocols, and software platforms to provide high-quality support
- Assist with additional customer service and clerical tasks as assigned
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Qualifications 2–3 years of ecommerce customer service experience; bike industry experience highly preferred - Strong understanding of bike and e-bike mechanics , assembly, repair, and maintenance
- Exceptional written and verbal communication skills with a friendly, professional demeanor
- Experience with customer service tools such as Gorgias or Zendesk
- Proven ability to manage a high volume of tickets, calls, and multi-channel inquiries efficiently
- Highly organized, detail-oriented, and capable of multitasking in a fast-paced environment
- Proficient computer literacy and quick adaptability to new systems
- AA degree preferred; high school diploma or equivalent required
- Experience managing warranty processes and dealer accounts is a plus
- Familiarity with social media or online community communication is a bonus
- Passion for outdoor recreation, cycling, and the Retrospec mission
- Physical Requirements: Must be able to lift and move items weighing up to 75 lbs as needed
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