ABOUT US:

MOD BIKES is a rapidly growing electric bike brand with a mission to MOD-ify the way people move. We design and sell our full line of electric bikes to riders around the world online, through dealers and from our headquarters in Austin, TX. MOD BIKES has a dynamic tight-knit team with a good vibe and strong work ethic. When you work here, you'll be a part of a team that encourages you to learn and grow. We are looking for rock stars who will bring experience, value, and be a good fit for our team. 

What we are looking for:

MOD BIKES is seeking a highly organized and tech savvy individual to manage our customer support department. In this role you will help troubleshoot and resolve customer issues. You will use your strong electric bike/technical knowledge to handle inquiries while maintaining the highest level of customer service, treating our customers like family with southern hospitality.

Primary Responsibilities:

• Supporting online customers with technical, mechanical, electrical, and digital issues
• Troubleshooting customer issues through phone, email, or virtual calls
• Finding the best solutions for customers while maintaining a high level of professionalism 
• Clearly solve technical issues remotely, working diligently with customers and providing clear communication
• Meticulously follow processes for sending parts, resolving, and documenting issues
• Work with executive team to communicate reoccurring issues and create solutions to maximize efficiency and customer satisfaction
• Ability to quickly identify and fix problems while keeping solutions consistent and cost effective 
• Manage documentation for broken and returned parts and keep logs of customer issues

PREFERRED EXPERIENCE & QUALIFICATIONS:

• 2 years of online support with electric bikes (preferred) or similar products
• High level of technical, mechanical, and electrical knowledge
• Good written and verbal communication skills
• Meticulous and organized
• Personable and comfortable with virtual phone calls

• Familiar with Asana, Slack, Shopify, Zendesk, Google Suite/Zoom

A competitive benefits package includes:

• medical, dental, and vision benefits
• store discount
• flexible scheduling
• PTO