Job Description

Retail & Customer Support Specialist - Tue to Sat - Brooklyn NY

Department: Operations

Employment Type: Full Time

Location: New York

Compensation: $50,000 - $53,500 / year

Upway is a fast-growing startup building the world’s largest e-commerce site for e-bikes. We are rapidly expanding in our mission to make electric mobility more accessible and reduce waste !

We are now hiring a Customer Support Specialist (Bike Expert, previous experience with e-bikes preferred, but expert knowledge of analog bikes is also welcome) to join our Brooklyn, NY team.

In this role, you'll be the first point of contact for potential customers, guiding them through the decision-making process and helping them find the perfect e-bike. Your main focus will be driving sales, answering product-related questions, and delivering an exceptional customer experience that turns inquiries into conversions.

This is a full time job, Tuesday to Saturday 9:30am to 6pm

Key Responsibilities

• Engage with potential customers through multiple channels: email, chat, phone, and in-person visits; to provide personalized support and expert guidance on our e-bike products.
• Use your deep knowledge of bikes to provide personalized recommendations that drive sales and enhance the customer experience.
• Share your expertise with the broader team by contributing to the internal knowledge base and training resources.
• Collaborate closely with logistics and operations teams to ensure seamless fulfillment and a smooth handoff from sale to delivery.
• Gather and report customer feedback to help shape product offerings and improve the sales process.

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

Nice to Haves

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

Benefits

Upway is an early-stage startup funded by prestigious investment firms such as Sequoia 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