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Customer Experience Support Manager - MOD Bikes

Customer Experience Support Manager - MOD Bikes

MOD BIKESAustin, TX, US
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Job Description

Job Description

Summary

ABOUT MOD BIKES Since 2018, MOD BIKES has been designing electric bikes that blend style, performance, and personality and we back them with industry-leading support and southern hospitality. Designed in-house, our bicycles and accessories are sold nationwide through our online store and South Austin showroom. In addition to producing exceptional bikes, we pride ourselves on outstanding customer service, ensuring that every member of the MOD Squad becomes a customer for life.

We’re a tight-knit, passionate team that thrives on innovation, creativity, and building bikes, accessories, and experiences that put big smiles on people’s faces. We work hard, move fast, and keep things fun.

POSITION SUMMARY We're seeking a Customer Support Manager who’s passionate about delivering exceptional customer service and streamlining support operations. This role is the heartbeat of our post-sale customer experience, managing all incoming support tickets, calls, and online inquiries. You'll work closely with cross-functional teams to ensure every customer touchpoint is efficient, clear, and solution-focused.

From hands-on customer issue resolution to building scalable systems like self-help articles, chat bots and “how-to” videos, this is a dynamic opportunity for someone who thrives in a fast-paced, tech-forward environment.

TO APPLY Please submit your resume in PDF format, along with a brief cover letter highlighting your support management experience, relevant tools you've used, your approach to customer support, and why you believe you're a strong fit for this role.

Duties

Customer Support Resolution

  • Respond to tickets, calls, and emails with professionalism, empathy and urgency.
  • Troubleshoot customer electrical and mechanical issues and guide customers through solutions.
  • Coordinate repair or return logistics when issues can’t be solved remotely.
  • Document all interactions and resolutions in Freshdesk.
  • Participate in video calls for live troubleshooting.
  • Establish service standards for phone, email, video and SMS support.

Knowledge Base Efficiency Building

  • Build and manage self-service tools, including articles, guides, and video tutorials.
  • Maintain and improve our Help Center, chatbot, training systems, and internal SOPs.
  • Analyze support data and feedback to identify recurring pain points and optimize response workflows.

    • Returns Warranty Oversight

  • Manage the full lifecycle of returns, exchanges, and warranty claims.
  • Work with internal departments to inspect returned items and restock inventory.
  • Monitor and mitigate losses from fraud, defects, or process gaps.

    • Team Performance Management

  • Manage and train online support agents, creating a high-performing, customer-first team.
  • Track KPIs (e.g., first response time, resolution rate, CSAT) and report insights to leadership.
  • Participate in management meetings to contribute to broader operational improvements.

    • Platform Tech Ownership

  • Own and maintain internal tools like Freshdesk, Shopify, Asana, SOP Platforms, and Slack.
  • Monitor KPIs (first-response time, resolution rate, customer satisfaction) and report regularly.

    • Organizational Support

  • Maintain a clean, organized work environment, both physical and digital.
  • Submit part and supply requests to ensure smooth operations.

    • Requirements

  • 3–5+ years managing digital customer support or service-based operations.
  • Proficiency in Freshdesk (or similar), Shopify, Asana, and Slack.
  • Strong troubleshooting, communication, and organizational skills.
  • Strong understanding of mechanical and electrical systems.
  • Experience creating scalable systems and process documentation.
  • Video or content creation skills for how-to guides and knowledge base articles.
  • Leadership experience with support agents or cross-functional teams.
  • Passion for eMobility, tech-forward tools, and making customers happy.

    • Nice To Haves

  • Experience with MOD BIKES products or similar brands
  • Familiarity with Bikes or E-Bikes
  • Experience in a retail or direct-to-consumer service environment
  • Experience creating “How-To” video content and support articles.
  • Background in supporting consumer hardware or e-commerce.
  • Familiarity with bikes and bike mechanics.
  • Experience leading and managing remote or offshore support teams
  • You own an electric bike (especially a MOD)

    • Benefits

  • Work at one of the coolest e-bike companies in the U.S.
  • Be part of a a dynamic, growth-oriented team that values curiosity, effort, and creativity
  • Competitive pay based on experience
  • Medical, dental, and vision coverage for Full Time Employees
  • Paid time off (PTO)
  • Flexible scheduling
  • Employee discounts on bikes and accessories

    • You’ll never be bored and you’ll never stop learning.

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    Customer Experience Manager • Austin, TX, US