Technical Customer Experience Specialist – MOD BIKES

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.

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

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