Customer Support Coordinator, New York City

Customer Support Coordinator, New York City

Department: Operations

Employment Type: Full Time

Location: New York

Reporting To: Erik Haamer

Compensation: $55,000 - $65,000 / year

Description

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.

Key Responsibilities

Key Responsibilities

1. Deliver exceptional customer support across email, chat, and phone, with a focus on bike-related issues and questions
2. Support fellow agents by helping resolve complex tickets and acting as an internal go-to for bike expertise
3. Strengthen the team's technical knowledge by maintaining and expanding our internal knowledge base
4. Coordinate with logistics, operations, and workshop teams to ensure a seamless experience for both buyers and sellers
5. Monitor customer feedback and surface recurring insights to help improve processes, tools, and overall service quality

Skills, Knowledge and Expertise

What You Bring

• 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

Bonus Points

• Passion for sustainability, mobility, or tech
• Deep expertise in bikes or e-bikes - whether from a bike shop, manufacturer, or another relevant industry role

Benefits

Upway is an early stage startup funded by prestigious investment firms such as Sequoi and Global Founders Capital (Rocket Internet). You will be surrounded by an extraordinarily talented, motivated, and positive team. This environment will provide you with the following benefits:

• You'll work with a cool product. Electric and sustainable mobility will be ever present in your day-to-day life, and you'll become an expert in these topics
• A dynamic environment with strong personal responsibility, presenting great learning and growth opportunities
• Comprehensive medical, dental, and vision plans
• Life, accidental death, and long-term disability insurance
• Paid company holidays and time off
• Competitive 401K Plan with matching