MOD BIKES - Technical Customer Experience Specialist

Job Description

Job Description

About This Role

We're looking for a Technical Customer Experience Specialist to join our Support team — someone who's half mechanic, half support pro, ready to be the technical go-to for our team and a clear, steady voice for riders working through a tricky issue.

About MOD BIKES

Founded in 2018 with limited funding and unlimited passion, MOD BIKES started out in a small shop in Austin, Texas with one big goal: to create the ultimate riding experience. Fast forward to today, and we're proud to be a brand recognized worldwide — designing electric bikes, accessories, and unique customer experiences that set our brand apart. But we're not just about bikes — we're about building lasting relationships. From the first ride to years down the road, our mission is to make sure our riders feel supported, empowered, and part of the MOD family. We're a small, tight-knit crew powered by good vibes, teamwork, and a “let's make it happen” attitude. If you're passionate, curious, and ready to help us turn impossible ideas into everyday wins, then come join us — we're building something special, and we'd love for you to be part of it.

Description

We're looking for someone who's genuinely comfortable on both ends of a bike issue — diagnosing what's actually wrong, and then communicating it clearly, whether that's guiding a teammate through a tricky case or walking a customer through a fix themselves. You'll be the technical backbone of our Support team, working closely with our Customer Experience Manager to solve the cases that need real hands-on knowledge.

What You'll Do

• Diagnose and resolve complex mechanical and electrical issues escalated from our Support team
• Serve as the technical go-to for teammates who need guidance on a tricky case
• Communicate directly with customers by phone, email, and video to troubleshoot in real time
• Record quick how-to videos guiding customers through fixes for common and not-so-common issues
• Help build out user guides, assembly instructions, and other support content
• Jump in with the Garage team on trickier repairs when needed
• Keep cases organized and moving, from first escalation to resolution

Requirements

• Hands-on mechanical and electrical troubleshooting experience with bikes (e-bike experience strongly preferred)
• Comfortable and confident communicating with customers over phone, email, and video
• Organized, self-directed, and good at juggling multiple open cases at once
• Some familiarity with how support/ticketing systems work
• Available on-site in Austin, full-time

Nice To Haves

• Direct e-bike repair or build experience
• Experience creating instructional or how-to video content
• Previous customer-facing experience, bikes or otherwise
• Familiarity with Freshdesk or similar helpdesk tools
• Strong writing skills — you'll help write user guides and support docs

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Leave
• Sick Leave
• Retirement Plan
• Competitive rate, based on experience
• Medical, Dental, and Vision insurance
• PTO
• A real growth path — this role is designed to grow within the Support team as you build a track record
• A small, tight-knit team that actually wants to see you succeed