Customer Service & Bike Tech

Customer Service & Bike Tech

First 90 days: fully in office

After 90 days: 3 days in office, 2 days hybrid

About Retrospec

Based throughout Southern California, Retrospec is committed to a no-barrier, inclusive entry to nature and honest conversation about the industry. Over the past 16 years, Retrospec has grown exponentially to serve consumers of all ages, ignite their passion for fresh air, and fuel their love of nature through all seasons. Everything we create is designed and tested in beautiful California to ensure it’s ready for your next journey. Choosing the road less traveled is rarely easy, but always worth it.

About the Role

We’re seeking an experienced, empathetic, and technically skilled Customer Service & Bike Tech to join our growing team. This hybrid role combines technical bike expertise with exceptional customer care, supporting both our direct-to-consumer (D2C) and dealer (B2B) channels.

You’ll be the go-to expert for customer and dealer inquiries, troubleshooting bike and e-bike issues, managing warranty claims, and ensuring every interaction reflects the Retrospec brand’s commitment to quality, integrity, and outdoor adventure. If you thrive in fast-paced environments, love helping people, and enjoy problem-solving with a hands-on approach, we’d love to hear from you.

Responsibilities

• Receive, research, and respond to customer and dealer inquiries via phone, email, chat, and social media with empathy and professionalism.
• Provide expert-level knowledge and troubleshooting support for bikes and e-bikes, including assembly, repair, maintenance, and general technical questions.
• Manage consumer and dealer warranty claims, acting as a liaison between customers, sales, product, and warehouse teams.
• Walk customers through assembly and troubleshooting steps clearly and confidently via phone or email.
• Process returns, exchanges, and replacement parts with attention to accuracy and customer satisfaction.
• Collaborate with the warranty, sales, and warehouse teams to ensure timely resolutions and a seamless experience for both consumers and dealers.
• Build and inspect new and returned bikes for troubleshooting and quality control, as needed.
• Respond to and monitor social media inquiries and reviews, escalating trends or product feedback to the appropriate teams.
• Track and flag recurring issues, inefficiencies, or product concerns to improve customer experience and operational processes.
• Maintain accurate communication records in Gorgias using automations and workflows to manage volume efficiently.
• Communicate customer insights and product feedback constructively to product development, sales, and marketing teams.
• Quickly become familiar with the Retrospec brand voice, customer service protocols, and software platforms to provide high-quality support.
• Assist with additional customer service and clerical tasks as assigned.

Qualifications

• 2–3 years of ecommerce customer service experience; bike industry experience highly preferred.
• Strong understanding of bike and e-bike mechanics, assembly, repair, and maintenance.
• Exceptional written and verbal communication skills with a friendly, professional demeanor.
• Experience with customer service tools such as Gorgias or Zendesk.
• Proven ability to manage a high volume of tickets, calls, and multi-channel inquiries efficiently.
• Highly organized, detail-oriented, and capable of multitasking in a fast-paced environment.
• Proficient computer literacy and quick adaptability to new systems.
• AA degree preferred; high school diploma or equivalent required.
• Experience managing warranty processes and dealer accounts is a plus.
• Familiarity with social media or online community communication is a bonus.
• Passion for outdoor recreation, cycling, and the Retrospec mission.
• Physical Requirements: Must be able to lift and move items weighing up to 75 lbs as needed.