Rider Experience Associate

Rider Exp. Associate - Full Time/Part Time

Zygg Mobility is looking for a dynamic new team member on our customer-facing Rider Experience team, to help us make e-bikes more accessible for everyone. You will assist the Manager of Rider Experience with supporting the hundreds of riders across the city who use Zygg ebikes either for commuting, for pleasure riding or for food delivery.  You’ll be an important member of our team, ensuring all customers fall in love with their e-bike experience. 

We have several positions, full time, part time and/or seasonal (ie spring thru summer):

Rider Experience Associate -  Accounts:  

You’ll guide prospective riders by phone and email through the ordering and account approval process, from initial inquiry to getting them going on their bike. You’ll keep on top of any account and payment related issues that arise with their monthly subscription - including some difficult ones involving damaged or stolen bikes.   You’ll use your proven organizational skills to coordinate logistics and scheduling for delivery of bikes and onboarding of new riders, as well as for the swapping and servicing of current subscribers’ bikes. You’ll monitor and answer bike and subscription- related queries and troubleshoot basic bike-related issues. You’ll also occasionally lend a hand with introducing new riders to their bikes, as well as liaise with our service department to ensure issues with riders’ bikes are resolved quickly to get them back on the road. 

Rider Experience Associate  - Shop/ Field:

A big chunk of the role is being the face of Zygg when riders are first introduced to their bike:  you’ll be right beside them when they ride their Zygg for the first time – whether they pick it up from our shop, or you are out in the field, delivering it to their home. You’ll get to know the ins and outs of our ebikes and keep Zygg in the loop about what riders are thinking and saying about the brand. You’ll help coordinate logistics and scheduling for delivery of bikes and onboarding of new riders, as well as for the swapping and servicing of current subscribers’ bikes. You’ll also help us keep our fleet organized in the shop, and field customer inquiries and service request by phone and email. You may have to navigate some difficult customer issues, managing customer expectations while executing the best possible outcome to make our rider’s mobility experience more seamless 

Interested in one of these roles?  When you apply, let us know if you’d like to be considered for a position working from our Shop only, or if you’re also open and qualified to drive our van and introduce riders to their Zygg ebike at their home. For that, you’ll need to be over 25, have a Class 5 Driver’s license with 3 years clean driving record.


Requirements/Experience for all roles:

  • 1-2 years experience in a role with significant relevant dimensions; especially where you’ve demonstrated ambition, initiative, and the capacity for executing on big challenges

  • Outgoing personality and excellent communications skills in English (additional languages a bonus!); experience and command of managing customer interactions 

  • A love for bikes and/or improving life in your city. You’ll need to be able to ride a bicycle, but don't worry if it’s been a while

  • A knowledge of, or willingness to learn, basic bike mechanics for talking to customers & trouble-shooting bicycle issues an assert

  • Comfortable interacting with a diverse range of customers (some with little previous biking experience and some with lots) who ride Zygg for a variety of equally important reasons: as a source of income through delivery work,  for their  daily commute, or for their weekend pleasure ride

  • Eager to adapt your role to the changing needs of the company; a team player, happy to lend a hand wherever it is most needed

  • It is 100% okay if you don’t know how to do something, but you must be eager to learn/figure things out/solve/adapt

Important info:

  • Zygg provides customer support 7 days a week during the summer, and on Saturdays all year long. This opportunity will include work on Saturdays. 

  • The positions will be based out of our shop and at this time are not suitable to work from home.

  • This is a hands-on role in a Startup. It's not for everyone, but it is an exciting opportunity to get in on the ground floor of something amazing - with plenty of career growth opportunities. More than anything we want someone that is excited about Zygg as we are and will be keen to jump into the challenge each day.

If interested please email your resume and cover letter to jointheteam@ridezygg.com. Please specify which of the above Rider Experience position(s) and the city you would like to be considered for.