Customer Service - Tier 2

Location: Salt Lake City, Utah

About Us

Charged Cycle Works is a successful startup in its 5th year of operation, currently in a pivotal growth and scaling stage. We are an e-commerce leader specializing in electric motorcycle parts and accessories, growing rapidly in this emerging market. We are passionate about leading the way and providing top-tier service and products from a wide range of brands, with a catalog of thousands of SKUs. We are a small privately owned business all working together towards a common goal. This is a company where you can see your direct impact every day and take ownership and pride in your accomplishments. We seek a resourceful and proactive individual who thrives on challenging work and shares our enthusiasm for growth and innovation. 

Position Summary

The Tier 2 Customer Service Representative is a fellow rider addicted to electric motorcycles and has a deep passion for eMoto.  This is a highly knowledgable support role responsible for resolving complex customer issues, providing technical product guidance, and supporting Tier 1 agents when questions escalate beyond basic order support.  You are knowledgeable about electric motorcycles, how to work on them, how to upgrade them, and familiar with the various brands available in our industry.

This role is ideal for someone who enjoys problem-solving, understands technical products, and can communicate clearly with both customers and internal teams. You will be a critical link between customer experience, operations, and inventory accuracy.

Key Responsibilities

Advanced Customer Support

• Resolve escalated customer issues from Tier 1 agents via phone, email, chat, and in person

• Handle complex order problems including inventory discrepancies, backorders, shipping issues, and returns

• Troubleshoot product compatibility and technical questions related to electric motorcycles, components, and accessories

• Communicate clearly and calmly with customers, even in high-stress or high-stakes situations

Technical & Product Expertise

• Develop and maintain deep knowledge of Charged Cycle Works’ product catalog

• Assist customers with part selection, fitment, and use-case questions

• Identify recurring product or documentation issues and suggest improvements

Internal Support & Process Improvement

• Serve as a subject-matter resource for Tier 1 customer service agents

• Document edge cases, solutions, and best practices to improve team consistency

• Work closely with warehouse, inventory, and operations teams to resolve fulfillment issues

• Identify trends in customer issues and proactively flag them to leadership

Accuracy & Accountability

• Prioritize correctness over speed when resolving complex issues

• Ensure customer resolutions align with company policies and margin considerations

• Maintain clear, detailed internal notes on escalated cases

Required Qualifications

• 2+ years of customer support experience in e-commerce, retail, or a technical product environment

• Strong written and verbal communication skills

• High attention to detail and commitment to accuracy

• Comfort working across multiple systems (e.g., Shopify, Gorgias, Google Docs, Inventory tools, Etc.)

• Ability to independently research and resolve unfamiliar problems

• Own and ride an eMoto bike and passionate about your rider experience.

Preferred Qualifications

• Experience with electric motorcycles, powersports, or technical/mechanical products

• Familiarity with Shopify or Shopify Plus

• Experience supporting or mentoring junior support staff

• Comfort working in a small, fast-moving business where processes evolve

What Success Looks Like in This Role

• Escalated issues are resolved accurately and efficiently

• Tier 1 agents feel supported and grow more capable over time

• Fewer repeat issues due to better documentation and internal feedback

• Customers feel confident that they’re speaking with someone who knows the product

Why Work at Charged Cycle Works

• Be part of a niche, fast-growing industry

• Work with a small, capable team where your impact is visible

• Help shape processes, not just follow scripts

• Learn deeply about electric motorcycles and related technology

What We Offer

We are a small company offering generous medical, dental, and vision benefits. We work hard during business hours and value work/life balance offering paid time off and a 9/80 work schedule providing 3 day weekends every other weekend.

How to Apply

Email your resume and cover letter including URL’s to any previous experience you want to showcase to info@chargedcycleworks.com and include this in the Subject Line “Job Application: Tier 2 Customer Service”