Customer Support Agent (Shenzhen)

**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. **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 varying flexible shifts. - 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. _____________________________________________________ **Equal Opportunity** XDS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members. _____________________________________________________ **关于我们** XDS 是全球产量领先的自行车制造商，也是全球规模领先的碳纤维车架生产商。我们正通过自主高性能自行车品牌 X-LAB 迈向全球市场。凭借大规模制造能力、数十年的碳纤维与铝合金技术积累，以及高度垂直整合的供应链体系，XDS 有机会重新定义高性能骑行产品的价值，为骑行者与自行车零售商带来更具竞争力的选择。 自 1995 年以来，我们将自主材料技术、产品设计和高度自动化生产相结合，持续实现： - 每年生产超过 800 万辆整车，覆盖公路、山地、砾石、城市通勤及电助力自行车等品类 - 全球大型专业碳纤维自行车制造基地每年生产超过 30 万副碳纤维车架 - 拥有 300 多项国际专利，涵盖先进碳纤维铺层技术及自主 X6 铝合金技术 - 高度垂直整合，具备更快的产品上市速度、更强的供应链韧性和成本优势 - 长期为国际知名自行车品牌提供 OEM 制造服务，并正持续拓展自有高端品牌的全球业务 截至 2026 年，X-LAB 已正式推出，并持续在全球市场扩展团队与业务。 了解更多： 工厂内部介绍： **关于岗位** X-LAB 正在招聘一名以客户为中心、具备技术思维的客户服务专员，加入不断发展的支持团队。你将作为海外骑行者和经销商的重要联络窗口，协助解决与 X-LAB 自行车、零部件及配件、保修、订单和服务相关的问题。 该岗位结合客户服务与技术故障排查，主要通过电子邮件、电话和在线聊天为客户提供支持。你将与保修、仓储、产品、工程及支持团队紧密协作，解决客户问题，并反馈重复出现的产品问题与用户意见。 **工作职责** - 通过 Zendesk、电话及网站Chat，为客户和经销商提供专业支持。 - 协助处理产品咨询、自行车设置、技术故障排查、保修咨询、订单、退换货、替换零件及产品注册等事项。 - 依据故障排查流程，诊断机械、电子及产品相关问题。 - 收集评估支持及保修案例所需的信息、照片、视频、序列号及故障排查结果。 - 将技术、保修、安全及产品质量问题及时升级至相应内部团队，并持续负责与客户沟通。 - 在 Zendesk 中准确记录客户沟通、故障排查步骤、处理决定及最终解决方案。 - 识别重复出现的产品问题，并向产品、工程、保修及售后团队反馈客户意见。 - 参与支持中心文章、常见问题、故障排查指南、回复模板及内部知识库内容的建设。 - 达到既定服务水平要求，包括首次响应及问题解决时效目标。 - 根据团队排班提供可靠的周末及必要节假日支持；具体工作时间及办公安排以中国岗位安排为准。 **基本任职要求：** - 2 年以上客户服务、技术支持或其他面向客户岗位的相关经验。 - 优秀的书面和口头沟通能力（中英)，并具备较强的故障排查和问题解决能力。 - 有 Zendesk 或其他客户支持平台使用经验。 - 能够适应团队安排的轮班及与海外沟通要求；具体排班以中国团队安排为准。 - 具备通过电子邮件、在线聊天及电话处理客户沟通的丰富经验。 **优先考虑：** - 具有自行车行业、自行车零售或自行车技术支持相关工作经验。 - 热爱骑行，并对自行车零部件、装配、维护和故障排查有较深入了解。 - 具有海外留学工作背景。 - 具有电助力自行车、电子变速系统或自行车保修项目支持经验。 **绩效指标** - 在工作时间内，2 小时内首次响应率达到 90% 或以上。 - 对于常规客户咨询和支持案例，48 小时内解决率达到 90% 或以上。 - 通过专业、准确且有同理心的服务，维持良好的客户满意度（CSAT）。 - 在 Zendesk 中准确记录客户沟通、故障排查结果及解决方案。 - 及时升级紧急技术、安全、保修和产品质量问题。 - 识别重复出现的产品趋势，并向内部团队提供可执行的反馈。 - 持续改进支持文档、故障排查流程及 X-LAB 支持中心内容。 _____________________________________________________ **薪酬与福利** - 具有市场竞争力的薪酬。 - 完善的带薪休假政策。 - 按照中国当地法律法规及公司政策提供相应的社会保险、公积金及其他员工福利。 - 工作地点、办公方式及具体福利以中国地区正式招聘信息和录用方案为准。 **平等就业机会** XDS 致力于营造多元、尊重和包容的工作环境，并依据适用法律法规及公司政策，为所有符合条件的候选人提供平等的就业机会。