Technical Customer Support Specialist

Reports to: Head of Support

Location: Austin, Texas

Revolutionizing the Ride

Bonnell Electric is at the forefront of high-performance electric mountain bike and e-moto development. We aren't just building bikes; we’re transforming two-wheeled mobility with smarter, more efficient, and more thrilling solutions. From engineering excellence to cutting-edge design, we are creating a new breed of off-road experiences. As our North American footprint expands, we are looking for an additional Technical Customer Support Specialist to champion rider satisfaction and dealer success. You will be the heartbeat of our service operations, ensuring every Bonnell rider stays on the trail and out of the garage.

The Mission

As our frontline advocate, you will coordinate technical service, bridging the gap between riders, dealers, and our global engineering and logistics teams.

As our frontline advocate, you will ensure riders and dealers get fast, knowledgeable, and friendly technical support. You’ll bridge riders, dealers, and engineering to keep our bikes rolling and our community thrilled.

The Job

• Manage incoming helpdesk inquiries, translating customer needs into actionable service orders and technical solutions.
• Stay current on product features and technical information/training.
• Respond promptly to customer and dealer inquiries via phone, email, and chat.
• Act as the critical interface between customers and our technical team, as well as our dealers, to expedite warranty repairs and parts fulfillment.
• Technical Guidance: direct riders to our expert dealer network for local support.
• Operational Excellence: Hit key performance targets while maintaining a "customer-first" mentality.
• Identify recurring technical issues and proactively suggest improvements (e.g., expanding our FAQ, developing "How-To" videos, or flagging component trends.
• Contribute to root-cause reports to help our design team build even better bikes.

What You Bring to the Team

• Experience: Proven track record in customer service preferably in the powersports, cycling, or EV industry.
• Technical Aptitude: You don't need to be a master mechanic, but you should speak the language of e-bikes and e-moto.
• Experience with MS Office is a must. Experience and a willingness to learn Odoo (ERP) and AI tools is a major plus.
• Communication Style: You are a confident communicator and empathetic problem solver via phone, text, and email, with a knack for de-escalating tense situations and resolving conflicts.
• Passion: Biking isn’t just a hobby for you; it’s a lifestyle. You understand the urgency of a rider who just wants to get back in the dirt.
• Growth Mindset: You don’t just spot problems; you bring solutions to the table.
• Attention to Detail: You will demonstrate exceptional attention to detail, ensuring accuracy and consistency in all deliverables, from data entry to client-facing mail.

Life at Bonnell

We combine high energy with radical transparency. We promote an open feedback culture, and most

importantly, we actually ride the products we build. Expect a career that offers more than a desk,

including:

• Competitive benefits package*: Competitive Healthcare, Dental, Vision, 401k match, paid company holidays
• Crew Rides to test our latest tech. or participate in test rides and hands-on product experiences.
• A collaborative global team environment that values innovation.
• The opportunity to shape the future of electric off-road mobility.

*for eligible employees

Ready to Ride?

If you’re ready to help us lead the electric revolution, apply today with your resume and a brief note on why you’re the right fit for the Bonnell team.