Customer Success Specialist (Bike Expert), New York ...

Customer Success Specialist (Bike Expert), New York CityDepartment: OperationsEmployment Type: Full TimeLocation: New YorkReporting To: Erik HaamerCompensation: $45,000 - $60,000 yearDescriptionUpway is a fast-growing startup building the world's largest e-commerce site for e-bikes . We are rapidly growing in our mission to make electric mobility more accessible and reduce waste !We are now hiring a Bike Expert Customer Success Specialist (previous experience with e-bikes preferred, but expert knowledge about analog bikes is suitable as well) to join our operations team in Brooklyn, NY. In this role, you'll be the voice of Upway, working to solve our customers' questions, issues, and needs that are related to the e-bikes they have bought from Upway. Key ResponsibilitiesKey ResponsibilitiesProvide outstanding customer support via email, chat, phone, etc. Develop the bike knowledge within the Upway Customer Support team (e.g. by writing articles into the internal knowledge base)Collaborate with internal teams (e.g., logistics, operations) to ensure smooth transitions throughout both buying and selling processesCollect feedback from customers to help improve Upway's processes and offerings.Skills, Knowledge and ExpertiseNecessary SkillsExpert 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 skillsComfortability with technologyAn empathetic and enthusiastic personalityAutonomy and ability to work in a fast-paced environmentProblem-solving ability - you can identify, analyze, and resolve issues efficiently and effectivelyAdaptability: you can find creative solutions for customers in ambiguous circumstancesNice to HavesInterests in sustainability, mobility, and technologyExperience in customer supportBenefitsUpway is an early stage startup funded by prestigious investment firms such as Sequoi and Global Founders Capital (Rocket Internet). You will be surrounded by an extraordinarily talented, motivated, and positive team. This environment will provide you with the following 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 topicsA dynamic environment with strong personal responsibility, presenting great learning and growth opportunitiesComprehensive medical, dental, and vision plans Life, accidental death, and long-term disability insurance Paid company holidays and time offCompetitive 401K Plan with matching

Created: 2025-03-08