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Customer Experience Technician

 

Posted by Guardian Bikes on 10/04/2021


Job Basics

Industry Sector: Bike

Job Categories: Customer Service

Company Type: Retailer

State: TX

City: Austin

Country: United States

Required Experience: 1 - 3 years


Job Type: Full Time

Salary: 35,000 - 55,000

Required to Relocate: No

Required to Travel: No

Employee May Telecommute: Yes

Job Seeker Must Live Within: Telecommute


Job Description & Requirements

About Guardian Bikes


As seen on Shark Tank and backed by Mark Cuban, Guardian Bikes was inspired to disrupt the bicycle industry after the founder’s grandfather was in a serious head-over-handlebar accident. Upon learning that over 200,000 children go to the emergency room every year from bike accidents, Guardian Bikes was inspired to change the industry by becoming a household name for bike safety. Consumers can lean on the disruptive consumer experience through the patented RideSizer experience, the patented SureStop brake technology, and through the quality, detail, and structure of this one-of-a-kind bicycle.  Guardian Bikes is a mission-driven brand that is set on educating the world on what a safer bike SHOULD be.


Descriptive Summary 


The Customer Experience Technician is a critical role in the growth of Guardian Bike’s overarching strategy and mission: to transition the bicycle industry towards accident free biking by providing safer bikes, direct to your door, with incredible customer service. This role is an impactful role on our Customer Experience team - one of the most important teams at Guardian Bikes. You will spend your day supporting our customers related to both technical bike related issues - as well as pre and post purchase support. Incredible customer service is a critical part of our value proposition so we’re looking for the very best team members in customer service to continue to create raving fans of our products and services.


Core Functions


  • Serve as the bicycle technical expert for the CX department 
  • Diagnose and solve complex bike repair issues over the phone, facetime, and web chat
  • Support customers by guiding them through a solution 
  • Respond to a high volume of customer support tickets in a timely, organized, and enthusiastic manner
  • Monitor NPS scores and reviews daily to search for ways to improve the customer experience
  • Multitask multiple tickets and issues at the same time

Experience


Work Experience:

2+ years working in a bike shop

2+ years customer related problem solving

Proficient and confident in diagnosing and solving mechanical issues related to bicycles


*Must be available to work weekends on an as needed basis* 



About Guardian Bikes

As seen on Shark Tank and backed by Mark Cuban, Guardian Bikes was inspired to disrupt the bicycle industry after the founder’s grandfather was in a serious head-over-handlebar accident. Upon learning that over 200,000 children go to the emergency room every year from bike accidents, Guardian Bikes was inspired to change the industry by becoming a household name for bike safety. Consumers can lean on the disruptive consumer experience through the patented RideSizer experience, the patented SureStop brake technology, and through the quality, detail, and structure of this one-of-a-kind bicycle.  Guardian Bikes is a mission-driven brand that is set on educating the world on what a safer bike SHOULD be.