Rider Support Tech

Summary:

Guerrilla Gravity is a fast-growing brand, building bikes for going fast with a do-it-yourself ethos. The company strives to make fun to ride bikes from ecologically responsible manufacturing processes and elegantly simple product designs. The Rider Support Tech’s role is a mixture between retail and technical, suited to a customer-service-oriented mechanic who is focused on delivering unparalleled assistance to our riders: both those new to the brand and old-guard customers alike.

This role is the right fit for those that are super organized self-starters, who are optimistic in mind and buoyant in spirit, can manage several functions and priorities at once, and wish to help the brand make a small dent in the world - be the change you want to see.  

Education/Experience/Background: 

• Bachelor's degree in business, communications, or related field

• At least 3 years of sales and/or customer service experience

• At least 3 years of bicycle mechanic experience

Duties and Responsibilities:

• RETAIL STORE - Deliver an exceptional experience to all walk-in customers, including the merchandising of our physical showroom. Cover inbound phone calls as needed for sales, service, and warranty.  Backfill inbound email on an as-needed basis.

• DEMO BIKES - Own the demo bike fleet maintenance, the demo bike booking software, and the overall rider satisfaction via initial bike setup and bike check-in experience.

• REPAIR AND SERVICE - Ensure that all local customers in need of GG bike repair and setup/support receive prompt and exceptional service.  Digital/Online communication with remote customers as required.  

• WARRANTY AND SUPPORT - Ensure that all inbound warranty and bike setup inquiries, across all mediums (Email, Phone) are responded to and resolved promptly.  Regularly scan social media to link folks to the correct submission forms if required.

Requirements:

• Professional-level mechanic skills and experience 

• Highly organized in task management and structured in communication

• Sophisticated emotional intelligence to answer prospect questions, but avoid oversharing

• A growth-driven mindset shaped by testable hypothesis, and understanding of “MVP” implementation

• Ability to “cut through” questions, get to the heart of the matter, and bring forward action

• Familiarity with Zendesk or similar customer service software is a plus

• Ability to lift 50 lbs

Application Process

• Use the subject line: “Rider Support Tech” 

• Instead of a cover letter, please answer in 250 words or less:

• Discuss the mechanics of the best customer service experience you’ve had

• Qualified candidates will have several working interview steps as we move forward

• Please only use email during the application process--no phone calls or walk-ins

• Immediate start date available

Guerrilla Gravity and Revved Industries offer its Full-Time employees Health Insurance, a 401k program, Paid Time Off, Outdoor Recreation Allowance, and significant Employee Discounts on bikes and gear. Pay range is $40-50K per year.