Location
New York
Department
Customer Support
Employment type
Fulltime

Customer Support Agent – US


We're an innovative bike company with a rapidly expanding team of riders all over the world. You're a native English-speaking problem-solver who'll be the voice of VanMoof for customers that contact us via social media, email, or over the phone.

What you'll do

  • Own the phones and digital customer support tools like a pro, answering all questions big and small, as quickly as humanly possible.

  • Be our first port of call for our North American support issues and customer service.

  • Get smart with your working hours, so that every customer gets an answer when they need it.

  • Become a walking Encyclopedia about all VanMoof products we've ever sold, so you can answer customer questions in an instant.

  • Transform upset customers into happy ones, through a magic mix of empathy, honesty, and generosity, and escalating upwards when you need help to make it happen.

  • Keep our online FAQ updated with all the latest questions and answers.

  • Be our customers' biggest advocate internally, constantly pushing us to be better.

What you'll bring

  • One to three years experience in some kind of customer-facing role. Bonus points if you have retail, technical, or cycle industry experience.

  • Native English (UK/US/AUS/CA) communication skills, both written and spoken – any other language is a major bonus!

  • The flexibility to work evenings and weekends as required.

  • Buckets of confidence using digital tools.

  • A can-do, give-me-a-problem-and-I'll-solve-it spirit.

What you’ll get

  • Health Insurance benefits

  • Pension (401k) benefits

  • Your very own VanMoof bike

  • Annually 15 PTO days, 6 Federal Holidays and 5 Sick Days

  • Free Class Pass subscription

  • Discounts on various products and services via the ADP platform

  • Laptop, screens, and office equipment

  • Weekly lunch provided when in the office

  • Beverages, tasty coffee and healthy snacks when in the office

About us

We’re obsessed with cities. So are our bikes. Truly city-proof, they shrink long commutes, scare off bike thieves, and amplify your pedal power.

We made it our mission to get the next billion on bikes. Join us on this journey.

Job descriptions are difficult to interpret. We understand you might not tick all the above boxes. The truth is, we don't either. If you feel excitement about our upcoming challenges, we encourage you to apply now!

Let us get to know you a bit better. We’ve also got a few additional questions for you.

Select Files or drop your files here
File must be smaller than 20mb.

Assignment

Step 1. Record yourself with your Mobile Phone.

Step 2. Record a video of yourself (selfie) explaining how you would handle the following case:

A client has had his bike delivery postponed 2 times in a row and they are not happy about it. We did this because we had to do an additional quality control to make sure they did not have to send their bike back the day that they received it. Please tell us how you would handle this situation with the customer.

Step 3. Send the video recording of yourself by uploading it to a site like WeTransfer/Loom/Cloudapp/etc or uploading the file below.

Note that we only take applications into consideration provided with the assignment!

Select Files or drop your files here
File must be smaller than 20mb.

Our perks

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