Customer Success Specialist (Bike Expert), New York City

Upway is a fast-growing startup building the world’s largest e-commerce site for e-bikes 🚲. We are rapidly growing in our mission to make electric mobility more accessible and reduce waste 🌎!
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We are now hiring a Bike Expert Customer Success Specialist (previous experience with e-bikes preferred, but expert knowledge about analog bikes is suitable as well) to join our operations team in Brooklyn, NY. In this role, you'll be the voice of Upway, working to solve our  customers' questions, issues, and needs that are related to the e-bikes they have bought from Upway.

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Key Responsibilities

Key Responsibilities

1. Provide outstanding customer support via email, chat, phone, etc.
2. Develop the bike knowledge within the Upway Customer Support team (e.g. by writing articles into the internal knowledge base)
3. Collaborate with internal teams (e.g., logistics, operations) to ensure smooth transitions throughout both buying and selling processes
4. Collect feedback from customers to help improve Upway's processes and offerings.

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Skills, Knowledge and Expertise

Necessary Skills

• Expert knowledge about bikes or e-bikes (e.g., experience in a bike shop, bike manufacturer, or any other industry player).
• Excellent written and oral communication skills
• Comfortability with technology
• An empathetic and enthusiastic personality
• Autonomy and ability to work in a fast-paced environment
• Problem-solving ability – you can identify, analyze, and resolve issues efficiently and effectively
• Adaptability: you can find creative solutions for customers in ambiguous circumstances

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Nice to Haves

• Interests in sustainability, mobility, and technology
• Experience in customer support

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Benefits

Upway is an early stage startup funded by prestigious investment firms such as Sequoi and Global Founders Capital (Rocket Internet). You will be surrounded by an extraordinarily talented, motivated, and positive team. This environment will provide you with the following benefits:

• You’ll work with a cool product. Electric and sustainable mobility will be ever present in your day-to-day life, and you’ll become an expert in these topics
• A dynamic environment with strong personal responsibility, presenting great learning and growth opportunities
• Comprehensive medical, dental, and vision plans
• Life, accidental death, and long-term disability insurance
• Paid company holidays and time off
• Competitive 401K Plan with matching

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About Upway

At Upway, we are making electric mobility accessible to everyone. We are looking for high intelligence, high energy and high integrity people to join us on an exciting journey and reshape mobility with us.

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Our mission is to make e-bikes the norm, redefining how the world moves. As the global leading platform for certified pre-owned and refurbished e-bikes, we proudly serve customers across eight countries, including France, Germany and the US.

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We are an international company and operate from Paris, Antwerp, Berlin, Dusseldorf, Los Angeles, Amsterdam and New York. In just three years, we achieved a fast paced growth, ambitious expansion and secured $65M+ from leading investors, including Sequoia, Exor Seed, Korelya Capital & GFC.

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