V-CYCLE GLOBAL LLC dba MOD Bikes Customer Service Lead Austin, TX · Full time

Hiring for a full or part-time Customer Service Lead for our Maintenance Department

Description

MOD BIKES - Customer Service Lead (Maintenance Department)


Company Overview:

MOD BIKES is an Austin, Texas-based electric bicycle brand that offers premium, powerful, and versatile e-bikes. We design our bicycles and accessories in-house and sell and distribute them worldwide through our online store and at our South Austin showroom. In addition to our exceptional bikes, we pride ourselves on customer service to ensure that the MOD Squad are customers for life.


Our team is small (~10 employees), hard-working, collaborative, and diverse. We often work in departments other than those assigned. We are growing and innovating daily, which requires all staff to be agile and team-oriented.


What we are looking for

MOD BIKES is seeking a Customer Service Lead in our Maintenance Department. 

Proven exceptional customer service is a must.


The position could be full or part-time, depending on the selected candidate's availability. This role will:  

  • Assist customers when picking up and dropping off their bikes for service
  • Assess service bikes and make appropriate recommendations 
  • Answer questions from customers who telephone or email about service and service issues
  • Document information on various digital platforms and Collect payment


This role will work closely with the mechanics and under the direction of the Service Manager.


To be considered, the candidate must have a passion for bikes and the bike-riding community, excellent customer service skills, computer experience, and be available on Saturdays.


The ideal candidate will have experience in bike mechanics and electronics, experience in digital platforms such as FreshDesk/Zendesk, experience creating automations, a flexible schedule, reliability, and organizational skills. 


Because MOD BIKES has a small staff, many duties/assignments/tasks overlap; collaboration and coordination are required for the operation's success.


Responsibilities:

  • Own and resolve customer issues, questions, and concerns in person and via phone and email within service-level agreement policies.
  • Troubleshoot reported bike issues.
  • Maintain warranty, exchange, and return procedures.
  • Continuous improvement of common issues through established software and procedures
  • Update and manage support data reports and metrics
  • Offload inventory
  • Troubleshoot reported problems and resolve them promptly
  • Maintain workshop organization and cleanliness
  • Report on and repair manufacturing discrepancies as assigned.
  • Maintain maintenance logs and complete work orders, tests, and inspections.


Performs other duties as assigned.


Required qualifications:

  • Two years experience in a direct customer service role
  • Ability to read and write in English
  • Exceptional in-person and phone communication skills
  • Ability to self-manage a daily schedule and complete all tasks as assigned
  • Strong prioritization and time management skills
  • Attention to detail, common sense & a good attitude
  • Ability and desire to learn the industry and understand the technical level of the products we offer
  • Ability to follow established procedures, workflow, and practices
  • Strong understanding of Google WorkSpace 
  • Hard-working, responsible, and highly organized
  • Ability to lift 50 pounds and stand for extended periods
  • Ability to work Saturdays and a flexible schedule throughout the week


Preferred qualifications:

  • Two years experience as a bicycle mechanic or equivalent
  • Basic knowledge of electrical components, motors, and eBikes
  • Experience in FreshDesk, ZenDesk, or similar ticketing platforms
  • Shopify and Shipstation experience and knowledge


Salary

$20 - $25 per hour