Retail & Customer Support Specialist, Los Angeles

Retail & Customer Support Specialist

Location:

Los Angeles, CA

Base pay: $18.00 - $22.00 / hour

Upway is a fast‑growing startup building the world’s largest e‑commerce site for e‑bikes. We are rapidly expanding in our mission to make electric mobility more accessible and reduce waste. We’re now hiring a Retail & Customer Support Specialist to join our Los Angeles, CA team. In this role, you’ll be the face of Upway for both our in‑person and online customers.

You’ll help visitors at our LA retail space find their perfect e‑bike, offering test rides, product guidance, and a great buying experience. You’ll also support our eCommerce operations by assisting customers online—answering questions, resolving issues, and helping riders confidently complete their purchases.

This dynamic, customer‑facing role blends retail sales with digital support. You’ll thrive if you’re personable, tech‑savvy, and passionate about helping people discover the joy of electric mobility.

• Welcome customers to our Los Angeles UpCenter and guide them through the e‑bike selection process, including product recommendations, test rides, and purchase support.
• Deliver an exceptional in‑store experience that reflects Upway’s mission and values.
• Respond to online customer inquiries via chat, email, and phone—helping riders choose the right bike, resolve order issues, and navigate the buying process.
• Coordinate with the operations and logistics teams to ensure timely deliveries, order accuracy, and smooth post‑sale follow‑up.
• Maintain a clean, organized, and inviting retail space that showcases our bikes and accessories.
• Support basic administrative and warehouse tasks as needed, such as updating inventory or preparing bikes for display.
• Act as a brand ambassador for Upway—providing friendly, knowledgeable, and solution‑oriented service across all customer touchpoints.

• Previous experience in retail sales or customer support—ideally in an eCommerce or consumer‑facing environment.
• Excellent communication and interpersonal skills; able to create trust and enthusiasm with customers both in person and online.
• Strong organizational skills with the ability to manage multiple customer interactions across different channels (chat, email, phone, and in‑store).
• Tech‑savvy and comfortable using digital tools such as CRM systems, chat platforms, and point‑of‑sale software.
• Reliable, punctual, and able to work both independently and collaboratively as part of a fast‑paced team. Enthusiastic about helping customers find the right e‑bike and delivering an exceptional experience from first contact to post‑purchase support.

• Prior experience in the cycling, mobility, or sustainability industries.
• Familiarity with e‑bikes (assembly, repair, or product knowledge).
• Experience in omnichannel retail (combining in‑store and online customer engagement).
• A passion for sustainable transportation and helping more people discover the joy of e‑biking.

• Work with a cool product. Electric and sustainable mobility will be ever‑present in your day‑to‑day life, and you’ll become an expert in these topics.
• A dynamic environment with strong personal responsibility, presenting great learning and growth opportunities.
• Comprehensive medical, dental, and vision plans.
• Life, accidental death, and long‑term disability insurance.
• Paid company holidays and time off.
• Competitive 401(k) plan with matching.