Customer Success Manager at Xds

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 - OEM partnership with leading Western brands; and we’re now poised to build our own premium brand overseas For more info, please check out [Upgrade to PRO to see link] Here's a YouTube video featuring our state-of-the-art carbon factory - [Upgrade to PRO to see link] ________________________________________________________________________ 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 - Office space in beautiful Santa Monica, California Equal Opportunity XDS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.