Rad Power Bikes is a leading manufacturer of consumer e-bikes, specializing in high-quality yet affordable electric bicycles for hardcore work-school and day-trip cyclists.
We are a rapidly growing international company with headquarters in Seattle and a European office in Utrecht. We are immediately looking for a full-time Customer Experience Supervisor to strengthen our team. We are looking for cycling enthusiasts who want to help other cycling enthusiasts enjoy a lifetime of outdoor experience with their Rad Power Bike. If you enjoy helping customers and potential customers discover which bike is best for them and how to optimize the fun and usability of each bike, then this might be for you!
Our Customer Experience Supervisor is responsible for the day-to-day management of our Customer Experience (CX) team at our location in Utrecht. This role is essential to help our specialists be successful in delighting our customers and to help the team get more people in the saddle!
Why are you Rad (This is you):
5+ years of experience in customer service or sales via phone, email and/or social media
3+ years of experience in a supervisor or management position
You are customer-oriented and strong in building personal relationships
You have experience in leading training courses and ensure the correct onboarding of new employees
You have experience in continuous improvement and have an analytical mind
You are focused on process improvement and do not shy away from complex problems
You are curious, people-oriented and have good and clear communication skills, especially under pressure (think "my bike hasn't arrived and I'm leaving tomorrow!")
You are very flexible and willing to work in a start-up environment where nothing is set in stoneYou are willing to learn and grow
You are a coach that employees can rely on
You have a good command of the English language, both oral and written
Proficiency with Microsoft Office, Google Suite (Docs, Sheets, etc), knowledge of major social media platforms (a big plus if you've used them on a business level!)
You get bonus points for:
Fluent in other languages (Dutch, German, French)
Experience with electric bicycles or other vehicles
Experience working at a direct-to-consumer company
Experience with Adobe Creative SuiteExperience in Shopify & ZendeskCOPC experience
Lean Sixsigma Skill
What to expect: If you had worked with us last month then….
Have you worked with our Customer Experience Manager to monitor, communicate and establish KPIs and goals for the CS team
You had set sales targets (monthly and annual targets), monitored and reported in collaboration with the Customer Experience Manager.
Had you been preparing operational procedures for the CS team to use on a daily basis.
Worked closely with the marketing, operations and product management teams, relaying customer feedback to help improve our holistic buying experience
Were you involved in supporting, developing and coaching the CS team
Did you set up ongoing and/or long-term projects to improve the processes of the CS team
Have you collaborated on larger projects in different departments to meet business needs, such as new product launches
Had you attended our local outreach events with the sales team
Would you have had an excellent salary and fringe benefits including pension scheme
Would you have worked in a very international team with associated diversity of cultures
Rad Power Bikes is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
If you need assistance or an accommodation due to a disability, you may contact us at 800-939-0310 or email@example.com.
Recruitment Agencies: Although we value the services you provide, at this time we are not leveraging external 3rd party recruitment resources for this search. Should those needs change, we will seek your assistance directly.