Customer Success Manager
4 days ago
Los Angeles
Who We Are XDS 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 segments, • More than 300,000 carbon frames per year from the world's biggest dedicated carbon-fiber bike facility, • 300+ international patents covering T1100+ carbon lay-ups and proprietary X6 aluminum alloys, • Full vertical integration, ensuring speed-to-market, supply-chain resilience and cost leadership Here's a YouTube video featuring our state-of-the-art carbon factory - 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 Success 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-LAB, • Dealers are protected from unnecessary service burden, • The system scales without breaking under demand What You'll Do 1. Build Customer Support Infrastructure (0 → 1) • Design and launch our customer support function across channels: email, phone, chat, • Set 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 standards, • Define knowledge base structure and self-service resources 2. Operate Day-to-Day Customer Support, • Own inbound customer communication (email, phone, chat), • Ensure fast, accurate, and consistent responses across all channels, • Manage online order support: order status, shipping, returns, exchanges, • Handle edge cases and escalations with strong judgment and care, • Maintain a high-quality customer experience during peak demand 3. Build and Scale a 24/7 Support Model, • Design 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 consistency, • Monitor performance and continuously improve response quality 4. Customer Experience & Process Improvement, • Identify recurring customer issues and root causes, • Work cross-functionally with product, operations, and aftersales teams to resolve systemic issues, • Improve onboarding experience (e.g., post-purchase communication, setup guidance), • Develop proactive communication strategies to reduce inbound volume 5. Data, Reporting, and Insights, • Track key support metrics: response time, resolution time, CSAT, ticket volume, • Build dashboards and reporting cadence for leadership, • Translate customer feedback into actionable insights for product and operations You're a Great Fit With:, • 5+ years experience in customer support, customer success, or service operations, • 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 workflows, • Experience supporting e-commerce or consumer products (order management, returns, logistics), • Highly operational: able to design processes and execute day-to-day, • Strong communication skills and customer empathy, • Comfortable working cross-functionally with product, ops, and dealer network teams You're a Spectacular Fit With:, • Strong experience in the cycling, micromobility, drone, automotive, or consumer hardware industry, • Exposure to U.S.-Asia (especially China) cross-border operations and supply chains, • Experience managing multi-site or multi-region service networks Success Metrics, • Customers receive fast, clear, and helpful responses across all channels, • Support systems are scalable, structured, and data-driven, • Dealers are not burdened by consumer issues that should be handled centrally, • Customer issues are not just resolved-but used to improve the overall system, • The brand feels easy to work with, even as it grows rapidly Our Compensation and Benefits, • Competitive salary, • Demo bike fleet and comprehensive travel allowances, • Generous time off policy, • Comprehensive medical, dental, and vision coverage XDS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.