Customer Experience Specialist III (Retail)

TL;DR

Customer Experience Specialist III (Retail): Providing comprehensive support and guidance to customers through various channels to help them find the right bike and accessories with an accent on personalized customer interactions and product expertise. Focus on managing omni-channel communication, resolving technical issues, and improving customer resource materials.

Location: Hybrid: Must be based in Austin, Texas (spend up to 4 days a week in office/retail location)

Salary: $21.00 - $23.00 an hour

Company

hirify.global creates high-quality bikes designed to spark joy, build confidence, and fuel adventures for riders of all sizes.

What you will do

• Guide customers through their purchase journey via phone, email, live video chats, and in-person.
• Greet and assist local walk-in customers at the Austin office/retail hub.
• Handle inquiries regarding bike availability, order placement, product features, and maintenance.
• Troubleshoot performance issues to resolve customer technical hiccups.
• Collaborate with IT to identify and resolve technical issues and serve as the primary contact for CX projects.
• Contribute to the optimization of customer resources, including the website, help center, and printed guides.

Requirements

• 2+ years of experience in customer service.
• Must be based in Austin, Texas and able to work in-office up to 4 days a week.
• Proficiency in basic computer skills (Excel, Word, web browsers) and a stable internet connection.
• Strong communication, organizational, and problem-solving abilities.
• Track record of meeting goals and contributing to business success.

Nice to have

• Deep passion for or expertise in bicycles.
• Experience with Shopify, Help Scout, Talkdesk, JIRA, and Slack.
• Basic understanding of accounting principles.

Culture & Benefits

• Vibrant, positive, and supportive work environment focused on "spreading joy".
• Collaborative atmosphere with a focus on continuous improvement through "Lessons Learned" sessions.
• Opportunity to act as a "Bike Whisperer" and help families discover the perfect ride.