CX Supervisor

Aventon is the first e-bike company designed for the real world. Producing versatile and inclusive products, we believe every ride is an opportunity for you to change how you experience the world. Our team of passionate creators, out-of-the-box thinkers, and go-getters strive to inspire people to get moving and discover the joy that comes through motion.

We are ecstatic over your interest in the global, innovative, and electrically-charged change that is Aventon.

THE ROLE:

Reporting to the Senior Customer Experience Manager, the Customer Experience Supervisor will manage our growing team by coaching, developing, and leading the sales support, product support, and B2B support teams. This role will work closely with the Senior Customer Experience Manager to ensure that we are living our core values to stay people-centric and delight our customers by supporting them with their calls, chats, and emails. You are committed to customer satisfaction and team spirit. You are passionate about developing team members and assisting in their growth and development. You don’t shy away from tough conversations while maintaining kindness and professionalism. You lead with empathy and are an example to your team.

This is a hybrid remote role that will need to travel to our Brea and Ontario locations as needed.

RESPONSIBILTIES:

• Coach and develop teammates through day-to-day interactions, customer feedback, and call audits
• Align with the Senior Customer Experience Manager to assess team and individual performance using available reports; document performance coaching sessions
• Resolve customer and teammate escalations.
• Identify skills/knowledge gaps and training needs for both new hires and recurrent training
• Own the continuous improvement process related to our content library and continuously expand our internal resource guides for the team.
• Work with the technical team to build out workflows, troubleshooting guides, etc. for all identified issues brought up by customers.
• Regularly review Zendesk to find issues that have not been documented and escalate this to the content team for development.
• Assist the Senior Customer Experience Manager in setting targets and goals to drive customer experience; track KPIs and ensure that the department is meeting its scheduled goals.
• Understand business lines to include all service options and sales opportunities
• Ability to follow procedures and guidelines and communicate the same to all teammates
• Participate in the recruitment of new call center teammates
• Organize training sessions regularly to ensure teammates remain up to speed with Customer Experience objectives and processes
• Submit regular reports to management and seek new ideas and strategies to improve performance in the department

QUALIFICATIONS:

• Minimum of 3 years’ customer service experience in a call center or retail environment
• Strong leadership skills, including leading by example and displaying a positive and professional attitude
• Ability to communicate appropriate feedback, information, and directions both orally and in writing
• Demonstrated ability to handle a cross-section of duties and responsibilities (including possible cross-section of projects and metrics) simultaneously.
• Superior personal quality monitoring scores and productivity
• Good organizational skills, including multi-tasking and prioritization in a fast-paced work environment.
• Thorough understanding of call center technology and internal applications
• Strong customer service skills

KEYS TO SUCCESS

• DATA DRIVEN – you thrive on data and use it to guide your decision-making, recommendations, and priorities.
• NIMBLE – you can work in ambiguity and are committed to helping Aventon level up. You can shift perspectives, priorities, and deadlines.
• RESILIENT – you don’t shy away from a challenge and take every opportunity to learn and grow. You’re accountable, can admit when you’re wrong, and can come back to the table after a hard day to keep working toward our desired future.
• SOLUTIONS ORIENTED / SOLUTIONIZED – you can identify the problem and find a solution for it. You strive for continuous improvement and aren’t afraid to speak up about what is working, and what isn’t.
• ENGAGED – you love the work, love the product, and believe in the mission. If you don’t connect with something about Avant Sports, this probably isn’t the place for you.

The role is listed as internal only.

EQUAL EMPLOYMENT OPPORTUNITY:

Ride Aventon, Inc. (“the Company” or “Aventon”) is proud to be an Equal Opportunity employer. We do not discriminate based on 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 laws. 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 Department 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.