Product Support Supervisor

Rad Power Bikes, America’s largest e-bike brand, is on a mission to get people riding on radical electric bikes that are built for everything and priced for everyone. 
Our company is a driving force behind the ebike market expansion in North America, and we’re growing rapidly in Europe. At this rate we’ll more than double in size by the end of 2021, and we’re looking for RADICAL people to join our global teams: Responsible, Approachable, Diverse, Innovative, Customer-Driven, Accountable, and always Learning.
We are seeking a full-time Product Support Supervisor to oversee the day-to-day operation of our Product Support Specialists while working remotely from home. This role is key to helping our Specialists be successful in delighting our customers when issues or questions arise.
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 Power Bikes we take our company values seriously. Our RADICAL values really do frame our expectations for each and every team member. We are: Responsible to our environment, community, partners 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.
Recruitment Agencies: Although we value the services you provide, at this time we are not leveraging external 3rd party recruitment resources for this search.  Should those needs change, we will seek your assistance directly.