Product Support Supervisor, Phoenix

about 3 years ago
Full time role
Phoenix, AZ, US... more
Phoenix, AZ, US... more

Company

Rad Power Bikes is an electric bike manufacturer that offers direct to consumer pricing on e-bikes and accessories and they ...

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Job Description

Why We’re Rad (about us): Rad Power Bikes is a leading consumer direct ebike manufacturer specializing in high quality yet affordable electric bikes for weekend warriors, hardcore commuters, and family cyclists.
Madly growing and headquartered in Seattle, WA, we are seeking a full-time Product Support Supervisor to join our team. If you are a person who has always liked to build things with multiple components, which might include batteries and/or motors; can think on the fly while listening and clearly communicating via phone or in person, you may be a good fit for our team. 
Our Product Support Supervisor will be responsible for overseeing the day-to-day of our Product Support Specialists remotely in Phoenix. This role is key to helping our Specialists be successful in delighting our customers and helping to drive the team towards getting more people in the saddle!
Weekend availability is required & expected for this supervisory role. 

Why You’re Rad (about you):

  • 1+ years of experience in technical or product customer support 
  • Prior experience leading or managing a team  
  • Impeccable verbal & written communication skills, especially under pressure 
  • Experience leading training and ongoing education efforts and new hire onboarding
  • Knowledge of creating & monitoring customer service metrics 
  • Background in handling customer escalations 

Additional Requirements:

  • Associates degree or equivalent work experience 

You get bonus points for:

  • Experience with electric bikes or vehicles 
  • Experience in Shopify, Zendesk, Dialpad, Smartsheet, and Google Suite 

Had you been with us last month, the top 5 things you would have impacted are:

  • Supported the Product Support Specialists in their day-to-day questions and career growth 
  • Worked closely with the Product Support Manager to ensure the team is functioning as efficiently as possible
  • Helped to develop SOPs throughout the department as a whole and created SOPs for the Product Support team to use in their day-to-day 
  • Worked closely with the marketing, operations, and product teams to identify and relay feedback from customers 
  • Acted as support for customers that need an additional touch point and been a driving force in bringing special projects to closure 
Sounding good? Read on to understand what matters most to us:At Rad we take our company values seriously. They are lived out into everything we do. Our RADICAL values really do frame what our expectations are for each and every team member. We are:] Responsible to our environment, community and teamAccountable, we take ownership, bias to action, seek and provide feedbackDiverse, inclusive of experiences, backgrounds and skills, we value every voiceInnovators, we challenge ourselves and the status quo, we are originalCustomer driven, completely, we do the right thing for our ridersApproachable, kind, we collaborate and are always willing to helpLearners, we grow our skills, we are humble and seek to improve
Does this sound like you? Please apply and join us!

Rad Power Bikes is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
If you need assistance or an accommodation due to a disability, you may contact us at 800-939-0310 or jobs@radpowerbikes.com.

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