Customer Support Coordinator, Upway

• Prior experience in a customer support or coordination role
• Strong written and verbal communication skills, with a clear and professional tone
• Comfort using support tools and technology in a fast-paced environment
• Empathy, enthusiasm, and a customer-first mindset
• Self-starter attitude with the ability to work independently and manage shifting priorities
• Sharp problem-solving skills — you’re quick to assess issues and drive them to resolution
• Adaptability and resourcefulness when dealing with ambiguous or edge-case situations

Desirable

• Reporting To: Erik Haamer
• We are now hiring a Customer Support Coordinator to join our operations team in Brooklyn, NY
• In this role, you'll be the voice of Upway — working directly with customers to resolve questions and technical issues related to the e-bikes they've purchased
• You'll also play a key role in supporting your fellow support agents by helping troubleshoot complex cases, improving internal processes, and coordinating the daily rhythm of the team
• Deliver exceptional customer support across email, chat, and phone, with a focus on bike-related issues and questions
• Support fellow agents by helping resolve complex tickets and acting as an internal go-to for bike expertise
• Strengthen the team’s technical knowledge by maintaining and expanding our internal knowledge base
• Coordinate with logistics, operations, and workshop teams to ensure a seamless experience for both buyers and sellers
• Monitor customer feedback and surface recurring insights to help improve processes, tools, and overall service quality

• Applied
• Phone Screen
• Interview
• Offer
• Hired