Product Support Supervisor

Rad Power Bikes, America’s largest electric bike brand, is on a mission to get people onto bikes that are built for everything and priced for everyone.
Our company is a driving force behind the e-bike market expansion in North America, and we’re growing rapidly in Europe. We are the first mover in the omnichannel retail space for personal mobility products and we continue to develop industry-leading, innovative e-bikes. Rad Power Bikes has grown to 500,000+ customers, leading a global revolution in low carbon mobility. 
We are looking for RADICAL people to join our global teams: Responsible, Approachable, Diverse, Innovative, Customer-Driven, Accountable, and always Learning.
Our Product Support Supervisor will be responsible for overseeing the day-to-day of our Product Support Specialists remotely. 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 ebike saddle!
Though the majority of this role is remote and work from home, we may request attendance at monthly in-person training and team-building events based in Phoenix, AZ. Thus our ideal candidate lives within a daily driveable distance of Phoenix.
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 

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 

Working at Rad is built around our RADICAL values - 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.
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