Customer Support Agent

**Who We Are** XDS is the world’s largest bicycle maker by volume and the world’s largest producer of carbon-fiber frames. We are entering the U.S. market for the first time with X-LAB, our in-house brand of performance bicycles primed for the global stage. XDS’s manufacturing scale, decades of carbon and alloy expertise, and vertical integration create a once-in-a-generation chance to redefine the economics of cycling for riders and bike shops alike. Since 1995, we have combined proprietary materials science, compelling design, and highly automated production to deliver: - Over 8 million complete bikes annually across road, mountain, gravel, city, and e-bike segments - More than 300,000 carbon frames per year from the world’s biggest dedicated carbon-fiber bike facility - 300+ international patents covering advanced carbon layups and proprietary X6 aluminum alloys - Full vertical integration enabling speed-to-market, supply chain resilience, and cost leadership - OEM partnerships with leading Western brands, and we are now poised to build our own premium brand overseas As of 2026, we have officially launched X-LAB with a fully U.S. based team of industry veterans and experienced leaders. And we are just getting started. Learn more: See an insider’s look of our factory: [Youtube Video](https://www.youtube.com/watch?v=06SheO5XFsY) _____________________________________________________ **About the role** X-LAB is seeking a customer-focused and technically minded **Customer Service Agent** to join our growing Support team. You’ll be a primary point of contact for riders and dealers, helping resolve questions about X-LAB bicycles, parts and accessories, warranties, orders,, and services. This role combines customer service with technical troubleshooting across email, phone, and live chat. You will work closely with our Warranty, Warehouse, Product, Engineering, and Support teams to resolve customer issues and communicate recurring product feedback. This position follows a **Saturday-through-Wednesday hybrid schedule**, with Thursdays and Fridays off. **What You’ll Do** - Provide professional customer and dealer support through Zendesk, phone, and website live chat. - Assist with product questions, bicycle setup, technical troubleshooting, warranty inquiries, orders, returns, replacement parts, and product registration. - Conduct inbound and outbound technical support calls with customers and dealers. - Diagnose mechanical, electronic, and product-related issues using approved troubleshooting procedures. - Collect relevant information, photos, videos, serial numbers, and troubleshooting results needed to evaluate support and warranty cases. - Escalate technical, warranty, safety, and product-quality concerns to the appropriate internal teams while maintaining ownership of customer communication. - Accurately document customer interactions, troubleshooting steps, decisions, and resolutions in Zendesk. - Identify recurring product issues and report customer feedback to Product, Engineering, Warranty, and After-Sales teams. - Contribute to Support Center articles, FAQs, troubleshooting guides, templates, and internal knowledge resources. - Meet established service-level expectations, including first-response and resolution targets. - Provide dependable weekend coverage during the assigned Saturday through Wednesday and occasional holiday schedule. **You’re a Great Fit With:** - 2+ years of experience in customer service, technical support, or a related customer-facing role. - Excellent written and verbal communication skills with strong troubleshooting and problem-solving abilities. - Experience using Zendesk or other customer support platforms. - Being able to work in a Saturday - Wednesday schedule (hybrid) - Strong experience handling customer conversations over email, live chat, and phone. **You’re a Spectacular Fit With:** - Previous experience working in the bicycle industry, bike retail, or technical bicycle support. - Passion for cycling with strong knowledge of bicycle components, assembly, maintenance, and troubleshooting. - Experience supporting e-bikes, electronic shifting systems, or bicycle warranty programs. **Success Metrics** - Achieving a 2-hour first-response rate of 90% or higher during business hours. - Achieving a 48-hour resolution rate of 90% or higher for standard customer inquiries and support cases. - Maintaining strong Customer Satisfaction scores through professional, accurate, and empathetic support. - Accurately documenting customer interactions, troubleshooting findings, and resolutions in Zendesk. - Escalating urgent technical, safety, warranty, and product-quality issues promptly. - Identifying recurring product trends and providing actionable feedback to internal teams. - Contributing to continuous improvements in support documentation, troubleshooting processes, and the X-LAB Support Center. _____________________________________________________ **Our Compensation and Benefits** - Competitive hourly pay - Generous time off policy - Hybrid-remote work with recurring visits to our office space in beautiful Santa Monica, California **Equal Opportunity** XDS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.