Customer Service Specialist

Cambridge, MA

The team

Superpedestrian brings together a team of extraordinary people for one vision: transforming urban mobility. Our first move? Pedal power. We have an exclusive license to MIT’s Copenhagen Wheel, thousands of pre-order sales and backing from tier-one venture capital investors. Together, our team is now bringing the Wheel to the masses.

The Copenhagen Wheel is an electronic assist robot that responds seamlessly to how you ride. It makes biking a breeze. To work with us, you don’t have to be the world’s most obsessed cyclist, but you should possess a strong desire to change the way people everywhere move about cities. We’re revolutionizing personal transit for a sustainable future.

It should be a no-brainer: Superpedestrian is an equal opportunity employer, with women and minorities strongly encouraged to apply. We care about your skills and your character. If we think there’s a good fit, we will get in touch. So please, no phone calls or recruiters.

Who you are

Life at Superpedestrian is about creating the magic that people feel when they ride the Copenhagen Wheel. We are seeking a Customer Service Specialist who will serve our customers by providing them with product information and helping resolve service issues. You should have significant experience in direct customer service, and a history of exceeding your performance indicators. Familiarity  with CRM systems and practices is a must. We are looking for a highly motivated individual who is adept at operating effectively during periods of high pressure while maintaining consistent results.

What you’ll do:

  • Provide our customers with accurate and complete information using multiple systems and customer relations tools.
  • Respond directly and independently to customer service inquires and recommend escalation of cases if needed.    
  • Be empowered to implement original resolutions and create new service protocols.  
  • Effectively prioritize and manage your own time while responding to a diverse range of customer inquiries.
  • Work closely with engineers, software developers,  product managers and other support staff to provide comprehensive technical support for all of our products.
  • Engage with our customers in person and digitally using Salesforce Service Cloud, social media, live chat, and phone.
  • Assist in the creation of outgoing customer communications and participate in case review sessions.
  • Provide in-depth product demonstrations as needed.

What we’re looking for:

  • Proven experience in direct customer service with use of CRM systems.
  • The ability to provide compassionate, empathetic responses and solutions to complex problems.  
  • The ability to independently provide accurate resolutions to customer service problems upon completion of training.
  • A natural interest in mechanical and technical systems.
  • Highly proficient in verbal communications, including strong phone skills.
  • Firm grasp of the written English language.
  • The ability to respond to customers in writing through a real-time chat interface.
  • Skill in translating complex ideas into easy to understand language.
  • Experience supporting consumer electronics or software applications is a plus.
  • Experience with bicycle maintenance and/or operation is a plus
  • The ability to travel domestically and internationally is a plus

This position is based in Cambridge, MA.  If you do not live within daily commuting distance, please discuss your availability for relocation in your application.

What you can expect

  • A team of awesome, like-minded, driven people that support each other, and mentors from across the top echelons of industry
  • A competitive compensation and equity package as well as a 401(K) retirement savings plan
  • The choice of a wide range of health and dental insurance plans, a flexible spending account, short and long-term disability and life insurance
  • Flexible working hours, casual dress code, and unlimited paid vacation
  • The chance to have your voice heard and help shape Superpedestrian’s future
  • A gorgeous, dog-friendly workspace in a beautifully renovated warehouse with a private courtyard in the heart of Cambridge
  • A full kitchen, stocked with an embarrassingly wide range of hot sauces, and a grill for our frequent cookouts
  • Regular social events, team lunches, weekly beer runs, and a bi-weekly running club

Apply Now

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