Customer Success Specialist (Bike Expert), New York City

Description

Upway 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 Responsibilities

Key Responsibilities

• Provide 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 processes
• Collect feedback from customers to help improve Upway's processes and offerings.

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

Upway's mission is to make electric mobility accessible to everyone. We are building the largest platform for professionally-refurbished pre-owned e-bikes.

Our goal is to offer consumers the broadest selection of e-bikes at competitive prices, all while providing the peace of mind that comes with professional reconditioning and warranties.

By rapidly advancing our mission, we aim to accelerate the transition to more sustainable and efficient modes of transportation.

This includes reducing waste through the extension of e-bikes' lifecycles and returning urban space to the community. We are enthusiastic about bringing this vision to life and playing our part in addressing some of today's most significant environmental and urban challenges.

Upway is an early-stage startup with backing from prestigious investment funds such as Sequoia Capital, Exor Ventures, Korelya Capital and Global Founders Capital (Rocket Internet).

In our first two years, Upway has successfully expanded its operations across France, Belgium, Germany, the Netherlands, and the United States.