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Retail Support Specialist

  • Anywhere
  • Anywhere

Bird

Bird is making the world more livable one ride at a time. Find Bird scooters and its partners in 100+ cities around the globe.

Who is Bird

Bird is on a mission to bring environmentally friendly transportation to everyone. Our products, services, and people share one common goal: to make cities more livable by reducing gas-powered car usage, lowering carbon emissions, and improving the safety of all road users.

We are relentless in our pursuit of better—for our riders, for our partners, for our employees, and for future generations. Our award winning electric vehicles help millions of riders take carbon-free trips in more than 300 cities globally. And our teams push boundaries and challenge the status quo in pursuit of a brighter future.

Job Summary

Bird’s Community Operations team facilitates operational excellence by providing customers world-class experiences, providing critical insights to cross-functional stakeholders, and driving strategic and new initiatives forward. The team stays focused on aligning the highest-level company priorities with effective day-to-day operations, and helping identify and evolve early market signs into future strategic initiatives.

The team is seeking a highly-driven and team-oriented Support Specialist with a bias toward action and impact. The role will be at the forefront of creating amazing customer experiences for all of Bird’s retail customers. This is a highly cross-functional opportunity to be the bridge between the Community Operations and Consumer Products teams in a way that allows Bird to provide a world-class experience to everyone who buys a Bird product.

Responsibilities

  • Provide day to day support for our customers with the aim of resolving inbound inquiries quickly and efficiently
  • Manage inbound email and phone support through Zendesk and Zendesk Talk
  • Educate and build loyalty among new users
  • Identify and implement support processes designed to improve efficiency and the overall customer experience. Work collaboratively with peers globally to streamline processes.
  • Build external support content to address key customer pain points and reduce support demand. 
  • Build and refine our support localization/translation process to help ensure customers across our EMEA markets receive an excellent customer experience.
  • Identify and escalate customer and product issues appropriately. 
  • Track and report on key metrics that help us better understand the customer experience. Emphasis on inputting and maintaining accurate data.

Requirements

  • Bachelor’s degree from an accredited university
  • Strong writing and communication skill
  • Ability to multitask and effective in time management
  • Ability to troubleshoot and solve problems creatively and efficiently
  • Proven ability to be a positive contributor in a team environment
  • Analytic mindset – able to think about problems & systems holistically.
  • Able to flourish in an ambiguous, high growth tech environment where change is constant
  • Customer oriented: You have a passion for helping and empowering others
  • Technology enthusiast: comfortable working across platforms and devices

Preferred Qualifications

  • Ability to deliver results in a fast-paced environment
  • Experience in the media, digital and/or tech industries
  • B2B Support Experience
  • Experience with SQL and/or Python
  • Growth mindset: seek out learning opportunities for yourself and the team
  • Bilingual or Multilingual is a plus
  • Technical experience or interest with e-bikes, motorcycles, e-scooters, or anything else that moves people around the world on two wheels

Culture at Bird

We’re an ambitious, smart and open-minded team that is passionate about our mission. Each day is unlike the last, as we’re constantly moving forward, challenging each other, and working together to create the future of micro-mobility.

Perks up

We want people to succeed at Bird, so we give our teams plenty of time off to relax and recharge. We also offer a work from home stipend, a wellness allowance, and more. Plus, a new resource to help support personal and professional developments—all the goods needed to move on our mission together.

Bird is the world

Bird stands for a culture of inclusion. We celebrate different backgrounds, experiences, and perspectives —encouraging everyone to bring their authentic selves to work. We have a diverse environment that empowers our team to feel comfortable when they voice their opinions. For these reasons and more Bird is a proud equal employment opportunity employer. We welcome everyone regardless of their race, color, religion, sex, national origin, age, disability, veteran status, or genetics, and we are dedicated to providing an inclusive, open, and diverse work environment. 

Sound like a place you’d like to work? Sweet. Let’s chat.

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Retail Support Specialist

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Contact us

Bird

Bird is making the world more livable one ride at a time. Find Bird scooters and its partners in 100+ cities around the globe.

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