Customer Support Agent

About the role

X-LAB is looking for a customer‑focused, technically minded Customer Support Agent to join its growing support team. You will be the primary point of contact for riders and dealers, handling questions about bicycles, parts, warranties, orders and services. The role follows a Saturday‑through‑Wednesday hybrid schedule with Thursdays and Fridays off.

Key responsibilities

• Provide professional support via Zendesk, phone and live chat.
• Assist with product questions, bicycle setup, technical troubleshooting, warranty inquiries, orders, returns, replacement parts and product registration.
• Conduct inbound and outbound technical support calls with customers and dealers.
• Diagnose mechanical, electronic and product‑related issues using approved procedures.
• Collect relevant information (photos, videos, serial numbers) for support and warranty cases.
• Escalate technical, warranty, safety and quality concerns to internal teams while maintaining ownership of communication.
• Document interactions, troubleshooting steps and resolutions accurately in Zendesk.
• Identify recurring product issues and report feedback to Product and Engineering teams.

Required profile

• Strong customer orientation and clear communication skills.
• Ability to work collaboratively with warranty, warehouse, product, engineering and support teams.
• Comfortable with a hybrid schedule that includes weekend work.
• Detail‑oriented and capable of handling technical troubleshooting.

Required skills

• Experience with Zendesk or similar ticketing systems.
• Technical troubleshooting of mechanical and electronic bicycle components.
• Ability to conduct phone and live‑chat support.
• Skill in gathering and documenting product information (photos, videos, serial numbers).

What we offer

• Hybrid work arrangement with weekends off after Wednesday.