Retail & Customer Support Specialist, Los Angeles

Description

Upway is a fast-growing startup building the world’s largest e-commerce site for e-bikes 🚲. We are rapidly expanding in our mission to make electric mobility more accessible and reduce waste 🌎!

We’re now hiring a Retail & Customer Support Specialist to join our Los Angeles, CA team. In this role, you’ll be the face of Upway for both our in-person and online customers. You’ll help visitors at our LA retail space find their perfect e-bike, offering test rides, product guidance, and a great buying experience. You’ll also support our eCommerce operations by assisting customers online - answering questions, resolving issues, and helping riders confidently complete their purchases.

This is a dynamic, customer-facing role that blends retail sales with digital support. You’ll thrive if you’re personable, tech-savvy, and passionate about helping people discover the joy of electric mobility.

Key Responsibilities

Key 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.

Skills, Knowledge and Expertise

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.

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).

Benefits

Upway is an early-stage startup funded by prestigious investment firms such as Sequoia and Global Founders Capital (Rocket Internet). You will be surrounded by an extraordinarily talented, motivated, and positive team. This environment will provide you with the following benefits :

At Upway, we are making electric mobility accessible to everyone. We are looking for high intelligence, high energy and high integrity people to join us on an exciting journey and reshape mobility with us.

Our mission is to make e-bikes the norm, redefining how the world moves. As the global leading platform for certified pre-owned and refurbished e-bikes, we proudly serve customers across nine countries, including France, Germany and the US.

We are an international company and operate from Paris, Antwerp, Berlin, Dusseldorf, Los Angeles, Amsterdam and New York. In just three years, we achieved a fast paced growth, ambitious expansion and secured $65M+ from leading investors, including Sequoia, Exor Seed, Korelya Capital & GFC.