Technical Customer Experience Specialist MOD BIKES

Posted today

mod bikesSunset Valley (TX)

Bicycle Repairers Other Personal and Household Goods Repair and Maintenance

SENIORITY

Senior

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About the role

We're looking for someone who's genuinely comfortable on both ends of a bike issue diagnosing what's actually wrong, and then communicating it clearly, whether that's guiding a teammate through a tricky case or walking a customer through a fix themselves. You'll be the technical backbone of our Support team, working closely with our Customer Experience Manager to solve the cases that need real hands-on knowledge.

What You'll Do: Diagnose and resolve complex mechanical and electrical issues escalated from our Support team Serve as the technical go-to for teammates who need guidance on a tricky case Communicate directly with customers by phone, email, and video to troubleshoot in real time Record quick how-to videos guiding customers through fixes for common and not-so-common issues Help build out user guides, assembly instructions, and other support content Jump in with the Garage team on trickier repairs when needed Keep cases organized and moving, from first escalation to resolution

What We're Looking For: Hands-on mechanical and electrical troubleshooting experience with bikes (e-bike experience strongly preferred)Comfortable and confident communicating with customers over phone, email, and video Organized, self-directed, and good at juggling multiple open cases at once Some familiarity with how support/ticketing systems work Available on-site in Austin, full-time Bonus Points For Direct e-bike repair or build experience Experience creating instructional or how-to video content Previous customer-facing experience, bikes or otherwise Familiarity with Freshdesk or similar helpdesk tools Strong writing skills you'll help write user guides and support docs

What We Offer: Competitive rate, based on experience Medical, Dental, and Vision insurancePTOA real growth path this role is designed to grow within the Support team as you build a track recordA small, tight-knit team that actually wants to see you succeed Location This is an on-site role based at our Austin, TX shop.

How to Apply: Please submit your resume and a brief cover letter sharing why you're interested in the role.recblid j 46er 095wtqi 1gay 9wma 9xonftnb 7w

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