Job Description

Ride1Up is a leading e-commerce company focused on the sale of electric bikes direct to consumer. This is a unique opportunity for a customer support professional to join a fun, fast paced industry while gaining valuable e-commerce operations experience.

Please note this is not a remote position and this position also requires experience in the bike industry.

The Customer Support Supervisor will report to the Customer Support Manager and will have important customer facing responsibilities. The Supervisor must have bicycle experience and have experience leading and growing e-commerce customer support teams. They will be leading all customer support functions including developing best practices, increasing staff productivity, documenting standard operating procedures, and recruiting new team members in person.

Candidates must be able to work in a fast paced work environment which includes high volume emails, Slack messaging, and Zoom calls. The ideal candidate will have the ability to build a team, train staff and develop an engaging team culture.

Benefits

• High demand, high growth industry
• Complementary electric bike after onboarding period
• Opportunity to participate in company stock option plan
• Potential to gain value e-commerce operations experience

Roles and Responsibilities

• Manage customer support functions which include establishing and measuring KPIs, reviewing escalated customer issues, and staff training.
• Manage 3PL relationships
• Provide customer support via email and phone utilizing our Customer Support Portal
• Troubleshoot technical bike issues
• Recruit, onboard and training customer support staff
• Build department culture and motivate team members
• Maintain department KPI's
• Ad-hoc requests as needed

Experience

• 5+ years of managing high growth customer support departments
• Ability to problem solve and communicate directly with customers, including de-escalation tactics
• Experience developing best practices and documenting standard operating procedures (SOPs)
• Fast typing (50+ WPM) w/ comfort managing high volume email inboxes
• Experience with Zendesk or similar platforms
• Experience with e-commerce and WordPress a plus

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