Customer Service Manager

Who We AreXDS Bicycles is one of world’s largest vertically integrated bicycle manufacturers and the world’s largest producer of carbon-fiber frames; we are coming to the US for the first time featuring our X-LAB line-up of high performance bicycles. X-LAB’s manufacturing scale, carbon expertise, and vertical integration create a once-in-a-generation chance to disrupt this landscape. Since 1995, we have combined proprietary materials science with compelling design and highly automated production to deliver:Over 8 million complete bikes annually across road, mountain, gravel, city and e-bike segmentsMore than 300,000 carbon frames per year from the world’s biggest dedicated carbon-fiber bike facility300+ international patents covering T1100+ carbon lay-ups and proprietary X6 aluminum alloysFull vertical integration, ensuring speed-to-market, supply-chain resilience and cost leadershipOEM partnership with leading Western brands; and we’re now poised to build our own premium brand overseasFor more info, please check out https://xds.co/Here's a YouTube video featuring our state-of-the-art carbon factory - https://www.youtube.com/watch?v=06SheO5XFsY________________________________________________________________________We are building a new kind of cycling platform—one that combines world-class engineering with a dealer-first model. As we scale in the U.S., we are looking for a Customer Service Manager to design and operate the end-to-end consumer support experience. This is both a builder role (0→1 systems) and an operator role (running daily support at scale). In a dealer-first model, the customer experience doesn’t stop at the shop—it extends across digital touchpoints, ownership, and service interactions.This role is responsible for building the systems, processes, and team that ensure every rider interaction—before and after purchase—is clear, fast, and reliable. You will establish our customer service foundation from the ground up, while continuously improving the experience as we scale.This role ensures that:Riders feel supported and confident in choosing X-LABDealers are protected from unnecessary service burdenThe system scales without breaking under demandWhat You’ll Do Build Customer Support Infrastructure (0 → 1)Design and launch our customer support function across channels: email, phone, chatSet up and manage ticketing systems (e.g., Zendesk or alternatives)Build phone systems, call routing, and IVR (phone trees)Establish SLAs, workflows, escalation paths, and response standardsDefine knowledge base structure and self-service resources Operate Day-to-Day Customer SupportOwn inbound customer communication (email, phone, chat)Ensure fast, accurate, and consistent responses across all channelsManage online order support: order status, shipping, returns, exchangesHandle edge cases and escalations with strong judgment and careMaintain a high-quality customer experience during peak demand Build and Scale a 24/7 Support ModelDesign staffing model for extended or 24/7 coverage (in-house, outsourced, or hybrid)Recruit, train, and manage support agents (internal or external)Create training materials and QA processes to ensure consistencyMonitor performance and continuously improve response quality Customer Experience & Process ImprovementIdentify recurring customer issues and root causesWork cross-functionally with product, operations, and aftersales teams to resolve systemic issuesImprove onboarding experience (e.g., post-purchase communication, setup guidance)Develop proactive communication strategies to reduce inbound volume Data, Reporting, and InsightsTrack key support metrics: response time, resolution time, CSAT, ticket volumeBuild dashboards and reporting cadence for leadershipTranslate customer feedback into actionable insights for product and operationsYou’re a Great Fit With:5+ years experience in customer support, customer success, or service operationsExperience handling weekly ticket volume of 500+Experience building or scaling a support function (startup or high-growth environment preferred)Hands-on experience with ticketing systems (e.g. Zendesk, FreshDesk, Salesforce Service Cloud, Zoho, Jira)Strong understanding of call center operations, phone systems, and support workflowsExperience supporting e-commerce or consumer products (order management, returns, logistics)Highly operational: able to design processes and execute day-to-dayStrong communication skills and customer empathyComfortable working cross-functionally with product, ops, and dealer network teamsYou’re a Spectacular Fit With:Strong experience in the cycling, micromobility, drone, automotive, or consumer hardware industryExposure to U.S.-Asia (especially China) cross-border operations and supply chainsExperience managing multi-site or multi-region service networksSuccess MetricsCustomers receive fast, clear, and helpful responses across all channelsSupport systems are scalable, structured, and data-drivenDealers are not burdened by consumer issues that should be handled centrallyCustomer issues are not just resolved—but used to improve the overall systemThe brand feels easy to work with, even as it grows rapidly________________________________________________________________________Our Compensation And BenefitsCompetitive salaryDemo bike fleet and comprehensive travel allowancesGenerous time off policyComprehensive medical, dental, and vision coverageOffice space in beautiful Santa Monica, CaliforniaEqual OpportunityXDS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.Compensation Range: $100K - $150K