Technical Customer Service Rep

Bimotal Elevate Technical Customer Service Rep Job Description

Bimotal Application Submission

The Company

Bimotal was founded to develop innovative micro electric powertrains for right-sized personal vehicles. We are a team of Tesla, aerospace, F1, and bike industry alumni working toward our mission of powering motion. In addition to our direct-to-consumer product, Elevate, an easily retrofittable and removable powertrain that converts disc-brake bicycles into ebikes, we partner with original equipment manufacturers (OEMs) to deliver high-performance powertrains tailored to their needs.

Bimotal is positioning itself as a technology company focused on building the world’s best micro electric powertrains to power bikes, wheelchairs, search and rescue equipment, robotics, and automation. Come join us in building the future of motion.
 

The Job

As a Technical Customer Service Representative, you will provide expert support to consumers and dealers answering product inquiries, helping with installation issues, troubleshooting technical issues, and ensuring customers have an exceptional experience with our Elevate ebike system. This position blends technical bicycle knowledge with strong communication skills and customer-focused mindset, helping riders and shops get the most from our products.

Key Responsibilities

• Serve as the first point of contact for technical and product-related inquiries via phone, email, and chat
• Document and track customer feedback, issues, and resolutions in CRM/ticketing systems--maintain organization and process such that customer service team can grow and scale along with company sales growth
• Ensure customers receive correct parts to install their Elevate systems
• Provide setup guidance, compatibility advice, and service recommendations to dealers and end-users
• Troubleshoot product performance issues (mechanical, electronic, or software)
• Use Elevate product regularly and develop deep understanding of customer experience
• Coordinate with service team to process warranty & repairs quickly
• Help with packing and shipping orders
• Process returns and restock inventory
• Communicate recurring issues or customer feedback to product development and quality teams
• Create and update technical support resources (FAQs, service manuals, setup guides)
• Stay current on new product releases, industry trends, and competitive technologies

Additional Responsibilities

• Perform elevate installations, discover and solve issues with the process. Refine and improve the process until you are the subject expert and able to train other install technicians
• Create Elevate user video tutorials (30 second videos of top ~5 items that need training)
• Help on the production line when needed
• Train external installers
• Support product test rides (investors, vendors, interview candidates, media)
   

Qualifications

• Bike enthusiast with prior experience in the bicycle industry (shop mechanic, service writer, warranty tech, or OEM support role preferred)
• Strong technical knowledge of bicycles, components, and related technologies (particularly disc brake interface standards and e-bike systems)
• Strongly preferred: Experience with shipping and logistics with international exposure
• Ability to efficiently find technical information on manufacturer’s websites, forums, and other web searches
• Excellent written and verbal communication skills; able to explain complex topics clearly
• Ability to focus, give attention to detail, with a strong commitment to quality
• Customer-focused with strong problem-solving and conflict-resolution abilities
• Comfortable using CRM/ticketing systems, email platforms, and service databases
• Ability to work both independently and as part of a team in a fast-paced environment
• Team player, creative, flexible when requirements change, adaptable and able to solve complex and sometimes poorly defined problems, gives context to bigger picture
• Proficiency in online email, MS Excel/Google Spreadsheets, and MS Word/Google Docs
• Ability to document work and train others to do work that you have done

Logistics

Please fill out a Bimotal Application Submission to apply for this position. Bimotal includes a health insurance stipend, allows for 1 remote work day per week (4 days in person at our Berkeley office), and has flexible PTO as well as regular holidays. Our office is in a beautiful location and is walking distance to many great lunch spots (2 blocks to our favorite burrito spot, Picante), Amtrak, and BART. All employees receive significant equity packages--we want you to have significant ownership in the work that you will be doing here.