Customer Experience Agent

Key Responsibilities:

Develop in-depth knowledge of Aventon’s product line, including features, benefits, and common troubleshooting needs
Provide exceptional customer support via email and other support channels, ensuring a people-first approach
Manage customer inquiries related to pre-sales, post-sales, and product support
Evaluate, process, and release orders accurately and efficiently
Utilize internal systems and workflows to resolve customer issues in a timely manner
Document recurring issues, solutions, and FAQs to contribute to the internal knowledge base
Escalate complex issues appropriately and provide actionable customer feedback to leadership
Maintain accurate records of customer interactions within the CRM/ticketing system

Qualifications:

2+ years of experience in a contact center, customer support, or retail customer service environment
Hands-on experience with Zendesk or similar ticketing/CRM systems (required)
Strong written communication skills with exceptional attention to grammar, spelling, and tone
Experience handling high-volume customer inquiries while maintaining quality and accuracy
Comfortable using Google Workspace/Microsoft Office, and web-based tools
Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment
Strong problem-solving skills with a proactive, solution-oriented mindset
Experience in the bicycle industry or as an active cycling enthusiast is highly preferred

Physical Requirements & Environmental Conditions:

Prolonged periods of sitting and working at a computer workstation
Frequent use of a headset for customer communication
Ability to type and navigate computer systems for extended periods
Must be able to view computer screens and read/respond to digital communications continuously
Occasionally required to lift up to 15 pounds (e.g., office materials or small packages)
Work is performed in an indoor office environment with moderate noise levels
Ability to maintain focus in a fast-paced, high-volume support setting

KEYS TO SUCCESS:

DATA DRIVEN – you thrive on data and use it to guide your decision making, recommendations, and priorities.
NIMBLE – you can work in ambiguity and are committed to helping Aventon level up. You can shift perspectives, priorities, and deadlines.
RESILIENT – you don’t shy away from a challenge and take every opportunity to learn and grow. You’re accountable, can admit when you’re wrong, and can come back to the table after a hard day to keep working toward our desired future.
SOLUTIONS ORIENTED / SOLUTIONIZED – you can identify the problem and find a solution for it. You strive for continuous improvement and aren’t afraid to speak up about what is working, and what isn’t.
ENGAGED – you love the work, love the product, and believe in the mission. If you don’t connect with something about Aventon, this probably isn’t the place for you.

What We Offer

Medical, Vision and Dental, Life Benefits
Life & Supplement Life
401K retirement plan
Vacation, Sick Leave & Personal Day
Training and Development
Career Opportunity!
Employee Discounts on Bikes and Accessories