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Customer Success Specialist

3 months ago

Culver City, United States Wombi Full time

The Customer Success Specialist will play a crucial role in ensuring the satisfaction and retention of our riders by providing outstanding customer support and assistance. Reporting to the Marketing Director, this role will involve a combination of lead nurturing, funnel management, and outbound care calls to existing riders, as well as supporting our sales team with various shop tasks and customer handovers Monday through Saturday, during business hours.

**Description**:
**We are** Los Angeles’ first full-service subscription ebike service built to cater to individuals and families' unique transportation needs. We offer ebike subscriptions at an affordable price that include maintenance, repairs, insurance, and roadside assistance as well as the whole gamut of accessories for those looking to be car-free while cruising around the City of Angels. We couldn’t leave out that we’re the first group in the US to partner with Tern - one of the best e-cargo bike companies in the worldWombi believes that ebikes are not only fun, but they are also the future of affordable and sustainable travel. Since launching in summer 2023, we have quickly gained popularity for our commitment to innovation, eco-friendliness, and customer satisfaction. Our mission is to make LA the most bikeable city in the US, so we’ve prioritized making biking accessible, convenient, and fun Above all, we're committed to revolutionizing urban mobility by encouraging smarter, greener, and more enjoyable travel options for everyone.**The Role**:

- Proactively engage with existing riders to ensure satisfaction, address concerns, and provide support to enhance their experience with Wombi.
- Initiate outbound calls to potential leads and effectively manage the opportunity funnel for successful closures.
- Collaborate with the sales team to facilitate smooth onboarding of new customers, providing product information, demonstrations, and administrative support as needed.
- Provide basic training to new riders on using our electric bikes safely and effectively, instilling confidence and ensuring a smooth transition to eBiking.
- Investigate and resolve customer complaints or issues in a timely manner, escalating complex problems for further assistance as necessary to ensure customer satisfaction.
- Gather feedback from riders to inform product development and service enhancements, ensuring continuous improvement and alignment with customer needs and preferences.
- Leverage reporting in the CRM system to report out key activities weekly and monthly, and maintain accurate customer data. Support local marketing and sales team to execute event activations.**Your background**:

- High school diploma or equivalent; Bachelor's degree preferred.
- 3+ years of experience in customer service, sales support, or related roles.
- Excellent communication skills, both verbal and written, with a friendly and professional demeanor.
- Strong problem-solving abilities and the ability to remain calm and composed under pressure.
- Proficiency in using customer relationship management (CRM) software and other relevant tools is a huge plus.
- Basic knowledge of electric bikes or willingness to learn about our products and services.
- Ability to work independently as well as collaboratively in a team environment.
- Flexibility to adapt to changing priorities and multitask effectively.

**What we offer**:

- Innovation at the Core: Join a team that thrives on innovation. We embrace creativity and encourage out-of-the-box thinking to revolutionize the way people experience urban transportation.
- Positive Impact: Be part of something meaningful. By joining Wombi, you contribute to a sustainable future, promoting eco-friendly commuting alternatives and reducing our carbon footprint.
- Growth Opportunities: Grow with us. As a fast-growing startup, we offer unparalleled opportunities for career development. Take on new challenges, learn, and advance your career in an environment that values your professional aspirations.
- Fun Zone Work doesn't have to be dull. We believe in creating a fun and vibrant workplace where you can enjoy what you do and build meaningful connections with your colleagues.
- .. and of course Employer Sponsored (and contributed) Healthcare & generous Paid Time Off