Customer Service Specialist

Cambridge, MA

The team

Superpedestrian brings together a team of extraordinary people for one vision: transforming micromobility worldwide. Shared micromobility - fleets of scooters, bicycles, and e-bikes - is the future of global transportation. As the industry evolves, operators and riders are demanding safer, more reliable, cost-effective solutions. At Superpedestrian, we develop new technologies to revolutionize and scale micromobility.

Founded out of the MIT Senseable City Lab and backed by leading venture investors General Catalyst and Spark Capital, Superpedestrian’s first product was the Copenhagen Wheel - an award-winning consumer e-bike product. In 2019, Superpedestrian launched the world's first smart scooter designed and engineered for shared mobility. Our vehicles are deployed around the world and we’re rapidly scaling our team and vehicle deployments. Join us as we revolutionize personal transit for a sustainable future.

Superpedestrian is an Equal Opportunity and Affirmative Action Employer. We work in close-knit, cross-functional teams. We care about your skills and your character and we celebrate what makes us diverse. If we think there’s a good fit, we will get in touch. 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 or our Fleet Solutions. We are seeking a full time Customer Service Specialist at our Cambridge, MA headquarters who will serve our customers and bike shop partners 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 inquiries 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.
  • Assist in the creation of outgoing customer communications and participate in case review sessions.
  • Provide in-depth and personalized product demonstrations as needed.
  • Communicate effectively with team members.

What we’re looking for:

  • 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.
  • Exceptional interpersonal skills.
  • Proven experience in direct customer service via CRM systems and in person.
  • Highly proficient in verbal communications, including strong phone skills.
  • Firm grasp of the written English language.
  • A natural interest in mechanical and technical systems.
  • Ability to translate complex ideas into something approachable.
  • A real knack for supporting consumer electronics or software applications - like patiently helping your grandmother set up her new phone.
  • Experience with bicycle maintenance and operation - taking really good care of your bike counts.
  • The ability to travel domestically and internationally.

The ideal candidate is someone early in their career who wants to transition away from survival jobs to a career with a venture capital backed robotics startup. This position is based in Cambridge, MA. We are looking to hire immediately. 

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
  • An opportunity to work alongside some of the largest companies in the bike share, urban mobility and transportation space
  • 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 renovated warehouse with a private courtyard in the heart of Cambridge
  • A full kitchen, and a grill for our frequent cookouts
  • Regular social events, team lunches, and weekly beer runs (often by bike)

Apply Now

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