{"id":851001,"url":"https://alion.io/job/xds-customer-support-agent","title":"Customer Support Agent","company":{"id":690078,"name":"Carbon Catalyst Inc.","domain":"xds.co","url":"https://alion.io/company/xds","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Los Angeles, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":25,"max":28,"currency":"USD","period":"hour","gross":null,"usd_annual":56000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"YouTube","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-09-09T21:56:10Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-11-01T20:24:56Z","board_verified":true,"closed_at":null,"days_open":53,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":53},"description":"Who We Are\nX-LAB is the in-house performance bicycle line by XDS, which has quietly become the world’s largest and most vertically integrated bicycle manufacturer and the largest maker of carbon fiber frames, supplying many of the top brands in cycling and mobility.\nToday, XDS is quiet no more.\nXDS launched X-LAB in April 2026 as the global consumer brand to take the industry by storm. Three decades of experience building exceptional bicycles have culminated into a unique line of road, gravel, electric, city, hybrid, and soon mountain bikes that riders and shops can’t stop talking about.\nX-LAB is the new inflection point for the category.\nWe launched in April 2026 with a full lineup across road, gravel, city, fitness, e-bike, and soon mountain categories, with validation from the highest and most demanding levels of the sport through the XDS Astana Team and a rapidly growing network of dealers.\nOur ambition is not simply to sell more bikes. It is to make great bikes more integrated, more accessible, and better supported through the independent shops and communities that grow cycling and bring in new riders.\nThat is what makes this moment exciting.\nJoining X-LAB means shaping a company with unmatched production scale, real engineering R&D depth, and the confidence to earn trust… one rider, one dealer, one product, and one market at a time.\nAre you ready to ride ahead of the pack?\nLearn more athttps://xlabbikes.com\nSee an insider’s look of our factory: Youtube Video\n_____________________________________________________\nAbout the role\nX-LAB is seeking a customer-focused and technically minded Customer Service Agent to join our growing Support team. You’ll be a primary point of contact for riders and dealers, helping resolve questions about X-LAB bicycles, parts and accessories, warranties, orders,, and services.\nThis role combines customer service with technical troubleshooting across email, phone, and live chat. You will work closely with our Warranty, Warehouse, Product, Engineering, and Support teams to resolve customer issues and communicate recurring product feedback.\nThis position follows aSaturday-through-Wednesday hybrid schedule, with Thursdays and Fridays off.\nWhat You’ll Do\nProvide professional customer and dealer support through Zendesk, phone, and website live chat.\n\nAssist with product questions, bicycle setup, technical troubleshooting, warranty inquiries, orders, returns, replacement parts, and product registration.\n\nConduct inbound and outbound technical support calls with customers and dealers.\n\nDiagnose mechanical, electronic, and product-related issues using approved troubleshooting procedures.\n\nCollect relevant information, photos, videos, serial numbers, and troubleshooting results needed to evaluate support and warranty cases.\n\nEscalate technical, warranty, safety, and product-quality concerns to the appropriate internal teams while maintaining ownership of customer communication.\n\nAccurately document customer interactions, troubleshooting steps, decisions, and resolutions in Zendesk.\n\nIdentify recurring product issues and report customer feedback to Product, Engineering, Warranty, and After-Sales teams.\n\nContribute to Support Center articles, FAQs, troubleshooting guides, templates, and internal knowledge resources.\n\nMeet established service-level expectations, including first-response and resolution targets.\n\nProvide dependable weekend coverage during the assigned Saturday through Wednesday and occasional holiday schedule.\n\nYou’re a Great Fit With:\n2+ years of experience in customer service, technical support, or a related customer-facing role.\n\nExcellent written and verbal communication skills with strong troubleshooting and problem-solving abilities.\n\nExperience using Zendesk or other customer support platforms.\n\nBeing able to work in a Saturday - Wednesday schedule (hybrid)\n\nStrong experience handling customer conversations over email, live chat, and phone.\n\nYou’re a Spectacular Fit With:\nPrevious experience working in the bicycle industry, bike retail, or technical bicycle support.\n\nPassion for cycling with strong knowledge of bicycle components, assembly, maintenance, and troubleshooting.\n\nExperience supporting e-bikes, electronic shifting systems, or bicycle warranty programs.\n\nSuccess Metrics\nAchieving a 2-hour first-response rate of 90% or higher during business hours.\n\nAchieving a 48-hour resolution rate of 90% or higher for standard customer inquiries and support cases.\n\nMaintaining strong Customer Satisfaction scores through professional, accurate, and empathetic support.\n\nAccurately documenting customer interactions, troubleshooting findings, and resolutions in Zendesk.\n\nEscalating urgent technical, safety, warranty, and product-quality issues promptly.\n\nIdentifying recurring product trends and providing actionable feedback to internal teams.\n\nContributing to continuous improvements in support documentation, troubleshooting processes, and the X-LAB Support Center.\n\n_____________________________________________________\nOur Compensation and Benefits\nCompetitive hourly pay\n\nGenerous time off policy\n\nHybrid-remote work with recurring visits to our office space in beautiful Santa Monica, California\n\nEqual Opportunity\nXDS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.","description_format":"text","description_chars":5381,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Bicycles & Cycling"],"lifecycle":[{"event":"open","at":"2026-09-13T03:41:29Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 2","filings_12m":2,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":107500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.537,"p_room":0.28,"age_days":52,"expected_fill_days":25,"reasons":["conf:1","win:tail","crowd:junior"],"computed_at":"2026-11-01T06:10:25Z"},"pay":{"stated_usd_annual":56000,"is_top_pay":true},"html_url":"https://alion.io/job/xds-customer-support-agent","json_url":"https://alion.io/job/xds-customer-support-agent.json","meta":{"generated_at":"2026-11-01T22:20:23Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":34115,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":690078},"rest":"https://alion.io/mcp/rest/get_company?id=690078"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fxds-customer-support-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fxds-customer-support-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fxds-customer-support-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/xds-customer-support-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fxds-customer-support-agent"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":851001}},{"tool":"search_jobs","arguments":{"company":"xds.co","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":851001},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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