Posted 1 month ago

Customer Experience Agent

Brea, CaliforniaOn-siteFull-time

AI Summary

Aventon’s Customer Experience Agent serves as a key point of contact, handling customer inquiries via email and support channels, processing orders, documenting issues, and escalating as needed to build trust and loyalty.

About this role

About Aventon

Aventon is an electric bicycle company that is passionate about creating high-quality, stylish, and affordable ebikes. We believe that e-bikes have the potential to revolutionize transportation and make it more accessible for everyone. Aventon is committed to providing our customers with the best possible riding experience, and we are always looking for ways to improve our products and services.

Position Summary The Customer Experience Agent plays a critical role in shaping how customers and potential customers perceive Aventon. As one of the “faces” of the company, you will deliver world-class service that builds trust, loyalty, and long-term relationships.

You are passionate about customer experience, confident in handling inquiries, and skilled at de-escalating challenging situations with professionalism and empathy. You are a strong communicator, a team player, and committed to continuous learning and improvement.

Key Responsibilities:

Develop in-depth knowledge of Aventon’s product line, including features, benefits, and common troubleshooting needs

Provide exceptional customer support via email and other support channels, ensuring a people-first approach

Manage customer inquiries related to pre-sales, post-sales, and product support

Evaluate, process, and release orders accurately and efficiently

Utilize internal systems and workflows to resolve customer issues in a timely manner

Document recurring issues, solutions, and FAQs to contribute to the internal knowledge base

Escalate complex issues appropriately and provide actionable customer feedback to leadership

Maintain accurate records of customer interactions within the CRM/ticketing system

Qualifications:

2+ years of experience in a contact center, customer support, or retail customer service environment

Hands-on experience with Zendesk or similar ticketing/CRM systems (required)

Strong written communication skills with exceptional attention to grammar, spelling, and tone

Experience handling high-volume customer inquiries while maintaining quality and accuracy

Comfortable using Google Workspace/Microsoft Office, and web-based tools

Proven ability to multitask, prioritize, and manage time effectively in a fast-paced environment

Strong problem-solving skills with a proactive, solution-oriented mindset

Experience in the bicycle industry or as an active cycling enthusiast is highly preferred

Physical Requirements & Environmental Conditions:

Prolonged periods of sitting and working at a computer workstation

Frequent use of a headset for customer communication

Ability to type and navigate computer systems for extended periods

Must be able to view computer screens and read/respond to digital communications continuously

Occasionally required to lift up to 15 pounds (e.g., office materials or small packages)

Work is performed in an indoor office environment with moderate noise levels

Ability to maintain focus in a fast-paced, high-volume support setting

KEYS TO SUCCESS:

DATA DRIVEN – you thrive on data and use it to guide your decision making, recommendations, and priorities.

NIMBLE – you can work in ambiguity and are committed to helping Aventon level up. You can shift perspectives, priorities, and deadlines.

RESILIENT – you don’t shy away from a challenge and take every opportunity to learn and grow. You’re accountable, can admit when you’re wrong, and can come back to the table after a hard day to keep working toward our desired future.

SOLUTIONS ORIENTED / SOLUTIONIZED – you can identify the problem and find a solution for it. You strive for continuous improvement and aren’t afraid to speak up about what is working, and what isn’t.

ENGAGED – you love the work, love the product, and believe in the mission. If you don’t connect with something about Aventon, this probably isn’t the place for you.