The Role
Lead and coach the Customer Experience team, handle complex customer inquiries and escalations across phone, email, chat and SMS, document cases in Zendesk, troubleshoot product/order/warranty issues, identify process improvements, and collaborate with cross-functional teams to meet performance and satisfaction goals.
Summary Generated by Built In
About Aventon
Aventon is an electric bicycle company that is passionate about creating high-quality, stylish, and affordable ebikes. We believe that e-bikes have the potential to revolutionize transportation and make it more accessible for everyone. Aventon is committed to providing our customers with the best possible riding experience, and we are always looking for ways to improve our products and services.
Position Summary
The Customer Experience Lead supports the Customer Experience Supervisor by providing day-to-day leadership, coaching, and operational guidance to the Customer Experience team. This role serves as a subject matter expert, helping team members deliver exceptional service across technical and customer support while ensuring a consistent, high-quality customer experience.
The Customer Experience Lead is passionate about developing others, fostering a collaborative and accountable team environment, and resolving complex customer issues with professionalism and empathy. By leading through example, this role reinforces Aventon's people-first culture, supports continuous improvement, and helps the team achieve its performance and customer satisfaction goals.
Key Responsibilities:
- Serve as a subject matter expert and provide day-to-day guidance and support to Customer Experience team members.
- Coach and mentor teammates through real-time support, ticket reviews, and knowledge sharing.
- Respond to customer inquiries via phone, email, chat, and SMS, providing timely, accurate, and professional support.
- Troubleshoot product, order, warranty, and service-related issues while identifying appropriate solutions.
- Handle complex customer escalations and partner with leadership when additional support is needed.
- Document customer interactions accurately in Zendesk and maintain detailed case records.
- Escalate unresolved issues to the appropriate teams and follow through to ensure timely resolution.
- Stay current on Aventon products, policies, promotions, and support procedures.
- Meet established performance expectations, including quality, productivity, response time, and customer satisfaction metrics.
- Collaborate with cross-functional teams to resolve customer issues and improve support processes.
- Identify recurring customer concerns or process improvement opportunities and share recommendations with leadership.
- Participate in training, team meetings, and continuous learning opportunities.
- Represent Aventon professionally in every customer interaction while promoting a positive brand experience.
Qualifications:
- Minimum of 3 years of customer service experience in a call center, contact center, or retail environment.
- At least 1 year of hands-on bicycle maintenance or repair experience; e-bike experience preferred.
- Experience using Zendesk or a similar customer support platform to manage customer interactions and case resolution.
- Previous experience serving as a team lead, mentor, trainer, or subject matter expert is preferred.
- Excellent verbal and written communication skills.
- Strong organizational, time management, and multitasking skills in a fast-paced environment.
- Demonstrated problem-solving skills with the ability to troubleshoot and resolve customer issues effectively.
- Proficiency with Microsoft Office or Google Workspace and the ability to learn new systems quickly.
- Strong attention to detail, accountability, and commitment to delivering exceptional customer service.
- Ability to work independently while collaborating effectively in a team-oriented environment.
- High school diploma or equivalent required; additional technical training or bicycle industry certifications are a plus.
Physical Requirements & Environmental Conditions:
- Prolonged periods of sitting and working at a computer workstation
- Frequent use of a headset for customer communication
- Ability to type and navigate computer systems for extended periods
- Must be able to view computer screens and read/respond to digital communications continuously
- Occasionally required to lift up to 15 pounds (e.g., office materials or small packages)
- Work is performed in an indoor office environment with moderate noise levels
- Ability to maintain focus in a fast-paced, high-volume support setting
Keys to Success:
- Customer-First Mindset: You are passionate about delivering exceptional service and creating positive experiences that build customer trust and loyalty.
- Communication: You communicate clearly, professionally, and empathetically across all channels while building strong relationships with customers and teammates.
- Problem Solving: You think critically, identify the root cause of issues, and deliver timely, effective solutions while knowing when to escalate.
- Adaptability: You thrive in a fast-paced environment, quickly adjusting to changing priorities, new products, and evolving processes.
- Accountability: You take ownership of your work, follow through on commitments, and consistently meet quality and performance expectations.
- Resilience: You remain calm and professional under pressure, embrace feedback, and view challenges as opportunities to learn and grow.
What We Offer
- Medical, Vision and Dental, Life Benefits
- Life & Supplement Life
- 401K retirement plan
- Vacation, Sick Leave & Personal Day
- Training and Development
- Career Opportunity!
- Employee Discounts on Bikes and Accessories
EQUAL EMPLOYMENT OPPORTUNITY:
Ride Aventon, Inc. (“the Company” or “Aventon”) is proud to be an Equal Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Aventon is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please email our Human Resources team at [email protected].
This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of the Employer.
Skills Required
- Minimum of 3 years of customer service experience in a call center, contact center, or retail environment
- At least 1 year of hands-on bicycle maintenance or repair experience
- E-bike experience
- Experience using Zendesk or a similar customer support platform
- Previous experience serving as a team lead, mentor, trainer, or subject matter expert
- Excellent verbal and written communication skills
- Strong organizational, time management, and multitasking skills
- Demonstrated problem-solving skills and ability to troubleshoot customer issues
- Proficiency with Microsoft Office or Google Workspace
- High school diploma or equivalent
- Additional technical training or bicycle industry certifications
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The Company
What We Do
Aventon was born in 2012 with a small delivery van and a single-roomed warehouse office. Our mission is to provide superior quality performance bicycles and components. Headquartered in Los Angeles, Aventon Bicycles continues shake the industry with innovation & design with passionate and creative team members. Each bicycle we produce extrudes our love and devotion to bicycles. It’s simple: less talk, more do.
