
Hybrid Customer Success Specialist (Bike Expert), New York City at Upway
Upway · New York, United States Of America · Hybrid
- Junior
- Office in New York
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
- 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
- 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
- Interests in sustainability, mobility, and technology
- Experience in customer support
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