Aventon

Customer Experience Lead

Brea, California

Sponsorship not specifiedDetected 26 days ago

Process ImprovementHRCustomer SupportZendeskLeadershipCommunicationProblem SolvingTime ManagementMentoringAdaptabilityMicrosoft Office

About the role

The Customer Experience Lead supports the Customer Experience Supervisor by providing day-to-day leadership, coaching, and operational guidance to the Customer Experience team.
This role serves as a subject matter expert, helping team members deliver exceptional service across technical and customer support while ensuring a consistent, high-quality customer experience.
The Customer Experience Lead is passionate about developing others, fostering a collaborative and accountable team environment, and resolving complex customer issues with professionalism and empathy.

Serve as a subject matter expert and provide day-to-day guidance and support to Customer Experience team members.
Coach and mentor teammates through real-time support, ticket reviews, and knowledge sharing.
Respond to customer inquiries via phone, email, chat, and SMS, providing timely, accurate, and professional support.
Handle complex customer escalations and partner with leadership when additional support is needed.
Document customer interactions accurately in Zendesk and maintain detailed case records.
Stay current on Aventon products, policies, promotions, and support procedures.
Collaborate with cross-functional teams to resolve customer issues and improve support processes.

Ability to type and navigate computer systems for extended periods
Must be able to view computer screens and read/respond to digital communications continuously
Occasionally required to lift up to 15 pounds (e.g., office materials or small packages)
Minimum of 3 years of customer service experience in a call center, contact center, or retail environment.
Demonstrated problem-solving skills with the ability to troubleshoot and resolve customer issues effectively.
Proficiency with Microsoft Office or Google Workspace and the ability to learn new systems quickly.
Ability to work independently while collaborating effectively in a team-oriented environment.
Experience using Zendesk or a similar customer support platform to manage customer interactions and case resolution.
Previous experience serving as a team lead, mentor, trainer, or subject matter expert is preferred.
Excellent verbal and written communication skills.
Strong organizational, time management, and multitasking skills in a fast-paced environment.
Strong attention to detail, accountability, and commitment to delivering exceptional customer service.
Physical Requirements & Environmental Conditions:

Medical, Vision and Dental, Life Benefits
401K retirement plan
Vacation, Sick Leave & Personal Day
If you need any assistance or accommodations due to a disability, please email our Human Resources team at hr@aventon.com.
Participate in training, team meetings, and continuous learning opportunities.

You communicate clearly, professionally, and empathetically across all channels while building strong relationships with customers and teammates.

Ride Aventon, Inc. ("the Company" or "Aventon") is proud to be an Equal Opportunity employer.
We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.
We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
Aventon is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process.

This listing is sourced directly from Aventon's careers page and normalized into a canonical job model.