E-Bike/Bike Technical Support

First 90 days: fully in office

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

About the company

Based throughout Southern California, Retrospec is committed to a no-barrier, inclusive entry to nature and honest conversation about the industry. Over the 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.

Bike Technical Support

We are looking for an experienced candidate to fill our Bike Technical Support position. The ideal candidate will have excellent interpersonal skills and a knack for problem-solving. For this role, bike industry experience and working knowledge of bike mechanics, assembly, repair, and problem-solving is a must. Additionally, the ideal candidate has a passion and patience for teaching others. This person will be primarily responsible for handling customer matters, questions, and concerns that focus on ebike/bike maintenance, damages, repairs, tips, as well as other miscellaneous clerical tasks.

Responsibilities:

• Receive, research, and provide expert-level knowledge of bikes & ebikes to customer requests on the phone and through email/sms
• Handle consumer and dealer warranty claims, acting as a liaison between the company and the customers.
• Strong verbal and written communication talking customers through assembly & troubleshooting process via phone, email, and/or chat
• Follow up on backorders, special orders, and warranty issues to ensure customer satisfaction
• Build new and returned bikes for troubleshooting and quality control
• Process customer returns and exchanges
• Communicate customer feedback to product development team, sales, and marketing including satisfaction and dissatisfaction with products or services
• Quickly become familiar with brand voice, software platforms, and common customer service issues to better serve customers and grow brand

Requirements:

• Physical Requirements: Must be able to lift and carry up to 50+ pounds as part of job duties.
• Expert level hands-on knowledge of bikes and ebikes
• Familiarity with online customer service ticketing systems (Gorgias, Zendesk etc.)
• Prior customer service experience (via email and on the phone)
• Computer literacy
• Ability to handle high ticket volumes
• Organizational and time management skills
• A friendly personality and exceptional verbal & written communication skills
• Attention to detail
• High school diploma or equivalent, AA preferred

Competitive compensation packages

• Comprehensive medical, dental, and vision insurance options.
• 401(k) retirement plan
• Generous paid vacation and sick leave.
• Exclusive employee discounts on Retrospec products.
• Vibrant, collaborative company culture.
• Strong focus on work-life balance.
• Clear pathways for professional development and career advancement.
• Performance-based bonus opportunities.
• Participation in company-sponsored social events, including team dinners, holiday celebrations, and more!