Serve as first point of contact for potential customers via email, chat, and phone; answer product questions, provide personalized bike/e-bike recommendations, drive conversions, contribute to knowledge base and training, coordinate with logistics for fulfillment, and report customer feedback to improve products and sales processes.
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.
Key Responsibilities
Key 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.
Skills, Knowledge and Expertise
Necessary Skills
- 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
Benefits
Upway 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 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
About
At Upway, we are making electric mobility accessible to everyone. We are looking for high intelligence, high energy and high integrity people to join us on an exciting journey and reshape mobility with us.Our mission is to make e-bikes the norm, redefining how the world moves. As the global leading platform for certified pre-owned and refurbished e-bikes, we proudly serve customers across nine countries, including France, Germany and the US.We are an international company and operate from Paris, Antwerp, Berlin, Dusseldorf, Los Angeles, Amsterdam and New York. In just three years, we achieved a fast paced growth, ambitious expansion and secured $120M+ from leading investors, including Sequoia, Exor Seed, Korelya Capital & GFC.
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