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Upway · 2 months ago

Retail & Customer Support Specialist, Los Angeles

Los Angeles, CA

Full-time

Onsite

New Grad, Entry Level

$18/hr - $22/hr

Upway is a fast-growing startup building the world’s largest e-commerce site for e-bikes. They are seeking a Retail & Customer Support Specialist to provide exceptional in-person and online customer service, guiding customers through the e-bike selection process and supporting eCommerce operations.

E-CommerceMarketplaceSporting Goods

Responsibilities

Welcome customers to our Los Angeles UpCenter and guide them through the e-bike selection process, including product recommendations, test rides, and purchase support

Deliver an exceptional in-store experience that reflects Upway’s mission and values

Respond to online customer inquiries via chat, email, and phone—helping riders choose the right bike, resolve order issues, and navigate the buying process

Coordinate with the operations and logistics teams to ensure timely deliveries, order accuracy, and smooth post-sale follow-up

Maintain a clean, organized, and inviting retail space that showcases our bikes and accessories

Support basic administrative and warehouse tasks as needed, such as updating inventory or preparing bikes for display

Act as a brand ambassador for Upway - providing friendly, knowledgeable, and solution-oriented service across all customer touchpoints

Qualification

Retail sales experienceCustomer support experienceTech-savvyCommunication skillsOrganizational skillsPassion for e-bikesInterpersonal skillsTeam collaboration

Required

Previous experience in retail sales or customer support - ideally in an eCommerce or consumer-facing environment

Excellent communication and interpersonal skills; able to create trust and enthusiasm with customers both in person and online

Strong organizational skills with the ability to manage multiple customer interactions across different channels (chat, email, phone, and in-store)

Tech-savvy and comfortable using digital tools such as CRM systems, chat platforms, and point-of-sale software

Reliable, punctual, and able to work both independently and collaboratively as part of a fast-paced team

Enthusiastic about helping customers find the right e-bike and delivering an exceptional experience from first contact to post-purchase support

Preferred

Prior experience in the cycling, mobility, or sustainability industries

Familiarity with e-bikes (assembly, repair, or product knowledge)

Experience in omnichannel retail (combining in-store and online customer engagement)

A passion for sustainable transportation and helping more people discover the joy of e-biking

Benefits

You’ll work with a cool product. Electric and sustainable mobility will be ever-present in your day-to-day life, and you’ll become an expert in these topics

A dynamic environment with strong personal responsibility, presenting great learning and growth opportunities

Comprehensive medical, dental, and vision plans

Life, accidental death, and long-term disability insurance

Paid company holidays and time off

Competitive 401K Plan with matching