Ecommerce Coordinator/Customer Support Agent

Company Description Ride1Up, founded in 2018, is dedicated to making high-quality, innovative electric bikes accessible at competitive prices. The company operates with a direct-to-consumer model that helps reduce costs and make e-biking more attainable for a wider audience. With a strong focus on quality control, performance, and affordability, Ride1Up has built one of the leading supply chains in the industry. The team is driven by a vision to see more people commuting by bike, improving daily life through sustainable and enjoyable transportation.

Role Description The Ecommerce Coordinator/Customer Support Agent is a full-time, on-site role based in San Diego, CA. This is a unique blended role where the first 60-90 days is primarily focused on customer support but we will be delegating ecommerce responsibilities including updating product listings, monitoring orders, coordinating with fulfillment teams, and ensuring accurate inventory information across online channels. The customer support responsibilities include high volume email and phone, resolving inquiries related to orders, shipping, product details, and basic troubleshooting. The agent will assist with sales support, process returns and exchanges, track customer feedback, and collaborate with internal teams to improve online customer experience and operational efficiency.

Qualifications

• Strong Customer Service skills with a focus on empathy, problem-solving, and timely resolution of customer inquiries.
• Experience with E-Commerce platforms and workflows, including order management, product listings, and inventory coordination.
• Solid Communication skills, both written and verbal, with the ability to explain technical or product information clearly.
• Analytical Skills for reviewing order trends, customer feedback, and basic performance metrics to support operational decisions.
• Sales awareness or experience, with the ability to identify upsell opportunities and support customers through the purchasing process.
• Comfort with using CRM systems, support ticket tools, and standard office software (e.g., spreadsheets, email tools).
• Ability to work on-site in San Diego, CA, and collaborate effectively with cross-functional teams.
• Prior experience in retail, e-commerce, or consumer products is beneficial; interest in cycling or electric bikes is a plus.