Customer Success Specialist

Zygg is looking for several dynamic new team members on our customer-facing Rider Experience team, to help us make e-bikes more accessible for everyone. You’ll be an important member of our team, ensuring all customers fall in love with their e-bike experience.

Primary Responsibilities:

• Manage customer expectations and provide exceptional customer service by answering calls, responding to text messages and emails
• A part of this role (~50%) involves driving a minivan to service our customers and introduce them to their Zygg e-bike
• Onboard customers by educating them about bikes and overall service offering
• Welcome customers warmly and meets their bike service needs with seamless execution
• Manage customer subscriptions, payment issues, account receivables and any other customer related issues
• Maintain consistent documentation in Zendesk on all customer interactions, tickets and cases performed for customer
• Support a positive, professional, continuous improvement culture by challenging the status quo and demonstrating your can-do attitude
• Create and maintain Training Modules for all aspects of the Rider Experience team to ensure successful onboarding and on-going team training

Requirements/Experience for the role:

• 1-2 years experience in a role with significant relevant dimensions; especially where you’ve demonstrated ambition, initiative, and the capacity for executing on big challenges
• Class 5 Driver's License
• Outgoing personality and excellent communications skills in English (additional languages a bonus!); experience and command of managing customer interactions
• A love for bikes and/or improving life in your city. You’ll need to be able to ride a bicycle, but don't worry if it’s been a while
• A knowledge of, or willingness to learn, basic bike mechanics for talking to customers & trouble-shooting bicycle issues is an asset

Important Info

• Zygg provides customer support 7 days a week. This is a full-time opportunity, which will include one weekend day each work week.
• The positions will be based out of our shop and at this time are not suitable to work from home.
• This is a hands-on role in a Startup. It's not for everyone, but it is an exciting opportunity to get in on the ground floor of something amazing - with plenty of career growth opportunities. More than anything we want someone that is excited about Zygg as we are and will be keen to jump into the challenge each day.

Full time employees receive 3 weeks of paid time off and extended health benefits!