Remote Customer Service Representative - English and German Speaking

at  Swytch Bike

Swytch is changing the way we move. We fundamentally believe that transport shouldn’t cost the Earth - so we’ve made it our mission to make electric transport accessible to everybody.
Since launching in 2017 we have reached over 40,000 customers, across 50 countries who have collectively ridden over 10 million miles! Since then, we have raised over $5M to scale our operations and supercharge our product development.
Founded by Engineers and cycling enthusiasts Oliver Montague and Dmitro Khroma, Swytch is a close-knit team dedicated to creating low carbon transport solutions which are fun to use and good for the planet. We’re now growing our team to keep up with the unprecedented demand for our technology, and to help us lead the electric transport revolution: Indiegogo Campaign - https://youtu.be/RGCNW2KOtIE

THE CUSTOMER SERVICE TEAM

We build strong relationships with our customers, helping them on their Swytch journey from the moment they place their order, to receiving their kit, to a lifetime of free support to help them stay on the road. Our customer service team is essential to each customer’s experience and their ultimate happiness with their Swytch product.
But it doesn’t stop with the customer, as part of an agile start-up our team is also constantly looking for better ways of working - analysing and responding to feedback to improve the customer experience. That’s why we look for customer service representatives with excellent people skills and the ability to understand the trends in our customers behaviour.

THE ROLE:

We’re looking for an English speaking Customer Service Representative to join the Customer Service team at Swytch. The opportunity is to join a fast growing, data centred, young tech start-up.
In this role you will be the face of our customer contact for our European time zone - the first person to greet them on their Swytch journey, ensuring they get the best product experience. You will come to know our eBike kits inside-out and you will have the ability to solve any problem that you come across, ensuring that our global customer base has the best possible support with our product - helping to push the Swytch brand to new heights through positive customer experience. You will have front row seats during our global expansion, working side-by-side with our founding team to drive the business forward in its third year.
This role will give you the opportunity to own your development whilst being guided by our senior team, to ensure you meet your full potential.

RESPONSIBILITIES INCLUDE:

• Providing exemplary email, video and chat support to our customers.
• Responding to high volumes of customer tickets in the quickest and most efficient way.
• Working on our CRM system, Zendesk.
• Report insights and trends to Head of Customer Service.
• Working as part of a team, sharing knowledge and helping colleagues