What are the responsibilities and job description for the Emoto Customer Success & Support Manager position at Pinned Electric?
About Pinned Electric
Pinned Electric is one of the fastest-growing electric motorsports distributors in the United States. We work with hundreds of dealers nationwide and represent some of the industry’s leading electric motorcycle brands. Our mission is simple: provide the best products, the best dealer network, and the best customer support in the industry.
As we continue to grow, we’re looking for someone who thrives in a fast-paced environment and wants to build an industry-leading customer support department.
Position Summary
The Customer Success & Support Manager will oversee all post-sale customer support for both retail customers and dealership partners. This position is responsible for ensuring every customer receives prompt, professional, and knowledgeable assistance while managing warranty claims, technical support, and dealer success initiatives.
This is not a call-center position. Every day is different. You’ll become an expert on our products, work directly with manufacturers, create support resources, solve technical problems, and help shape how our entire support department operates.
If you enjoy solving problems, learning new technology, and helping people, you’ll fit right in.
Primary Responsibilities
Customer & Dealer Support
- Provide phone, email, and ticket-based support to retail customers and dealership partners.
- Troubleshoot product issues and provide technical guidance.
- Resolve customer concerns professionally and efficiently.
- Ensure every interaction reflects Pinned Electric’s commitment to exceptional customer service.
- Manage support cases from initial contact through final resolution.
- Maintain accurate documentation of all customer interactions.
Warranty Administration
- Process warranty claims.
- Coordinate with manufacturers on warranty approvals and replacement parts.
- Track warranty cases from submission through completion.
- Communicate warranty status with customers and dealers.
- Assist in identifying recurring product issues and trends.
Dealer Success
- Assist dealerships with technical questions.
- Help onboard and educate new dealers.
- Support dealer training initiatives.
- Build long-term relationships with dealership partners.
Knowledge Base & Documentation
- Create and maintain technical documentation.
- Improve troubleshooting guides.
- Write support articles and FAQs.
- Continuously improve internal support processes.
Product Training
- Assist in creating product training materials.
- Participate in training video production.
- Help develop dealer education resources.
- Stay current on all new products and updates.
Continuous Improvement
- Help develop scalable customer support processes.
- Recommend workflow improvements.
- Learn new software, products, and technologies quickly.
- Assist with additional projects as the company continues to grow.
Pay: From $50,000.00 per year
Work Location: In person
Salary : $50,000