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Customer Service Representative

Lectric eBikes didnt become North Americas largest ebike brand by accident we earned it by putting customers first at every stage of their journey. Our customer experience team supports a community of more than half a million riders from first-time commuters to seniors rediscovering the joy of cycling all connected by a shared belief in simpler more accessible mobility.

As a Customer Service Representative at Lectric you play a direct role in shaping how customers experience our products and our brand. This role is for people who care deeply about helping others and want to be part of a team that treats customer experience as a craft. Youll provide end-to-end support for our customers by owning concerns through resolution handling escalated needs when appropriate and working within established processes while also exercising judgment in situations where workflows dont yet this role youll use the right tools escalation paths and empowered decision-making to reduce customer friction.

At Lectric we believe in fostering a culture of meaningful connection collaboration and professional growth through in-office interactions. This position requires an in-office presence M-F at Lectric headquarters in North Phoenix and the employee must live within a commutable distance to the office.

Role Responsibilities

• Serve as the primary voice of Lectric supporting customers and partners across order support product questions and technical troubleshooting through inbound phone and email channels
  
  

• Take end-to-end ownership of customer issues including complex or high-emotion interactions that require de-escalation clear communication and sound judgment
  
  

• Diagnose troubleshoot and resolve product payment shipping and service-related issues accurately and efficiently using internal knowledge resources and tools
  
  

• Monitor support queues and aging requests escalate urgent issues when appropriate and proactively keep customers informed throughout the resolution process
  
  

• Build and maintain strong knowledge of Lectric products systems and policies to deliver consistent high-quality support
  
  

• Identify recurring customer issues product gaps or process breakdowns and surface clear actionable insights to product engineering and marketing.
  
  

• Create a delightful consultative customer experience that handles the customers concerns and exceeds the customers expectations while understanding their needs

Who you are

• Customer-obsessed. You genuinely enjoy helping people from all walks of life and take pride in making things effortless for them especially when the product meaningfully impacts their day-to-day life. You look for ways to reduce friction not just close tickets.

• Nuanced communicator. Youre thoughtful and articulate in both written and verbal communication. You listen actively read emotional cues well and can explain complex ideas in a way that makes people feel understood and respected.

• Calm under pressure. You stay grounded when volume is high or situations are tense. You can handle objections navigate conflict and keep conversations productive even when the answer isnt what the customer hoped for.

• Relentless problem solver. You dont stop at the surface issue nor give up easily. You like understanding how things work digging into root causes and trying multiple approaches to get to the right outcome especially in ambiguous or non-standard situations (which are common at Lectric).

• Detail-oriented. You value follow-through and accuracy. Youre comfortable working in systems tracking details and managing multiple conversations or requests without letting things slip.

• Adaptable and coachable. You thrive in fast-moving environments where processes evolve and can handle ambiguity. You receive feedback with openness see coaching as a gift and are motivated by the chance to continuously improve your skills.

• Low ego team-first. You show up with humility and are always ready to lend an extra hand when the team gets overextended (before anyone asks). You care about collective success and contribute to a culture of trust and collaboration.

Other requirements

• 1 years of customer service experiencein a support or account management capacity preferably in a technology-enabled industry.

• In-person attendance daily (M-F) at Lectrics North Phoenix headquarters. This is a 100% in-office role.

• Comfort with CRM platforms like Gladly or Zendesk. Familiar with basic tech functions (resetting passwords account maintenance updating profiles etc.).

• Must be able to lift up to 15 pounds at times.

Bonus

• Spanish-speaking (bilingual pay incentive)

• Prior startup experience

• Prior experience guiding non-technical customers in a troubleshooting environment

Benefits

• 12 PTO days annually

• 10 Paid holidays per year

• 16 hours of Floating Time Off

• Health dental and vision coverage

• 401k plan with employer match

• Onsite lunch

• Complimentary eBike after 90 days of employment

• Quarterly team building events

We are proud to be an inclusive equal opportunity employer.

Our mission is to provide the most accessible and adventurous eBikes ever. Our purpose is to change peoples lives by increasing their mobility in a fun and memorable fashion while being energy efficient. Our vision is to create a mode of transportation that anyone can ride at an affordable price. Through authenticity we aspire to be the most fearless innovative and relentlessly inspirational global brand in our industry.