Customer Experience Specialist

**Who we are**:
Apollo Scooters is a North American leader in electric scooter innovation, revolutionizing urban mobility with high-performance, eco-friendly products. In just five years, we've evolved from an ambitious startup into a trusted name in the micro-mobility industry. Our mission is simple yet powerful: to make transportation more affordable, sustainable, and enjoyable for everyone.

Behind our success stands a passionate, dynamic team committed to delivering both exceptional products and unforgettable customer experiences. If you're eager to join a fast-paced, innovative company where your work directly shapes how people move through the world, you've found your next adventure.

**Your Role as a Customer Experience Specialist**:
**What You'll Do**:
**Customer Support & Technical Assistance**
- Diagnose and resolve technical issues, guiding customers through troubleshooting steps and product maintenance.
- Handle questions about orders, product features, and warranty claims with empathy and efficiency.

**Product Knowledge & Advocacy**
- Master all Apollo scooter models, features, and accessories to guide customers confidently.
- Stay current on product developments, policy changes, and support tools to enhance the customer experience.
- Share customer feedback with internal teams to drive continuous product and service improvements.

**Engagement & Customer Retention**
- Build lasting relationships by listening actively and crafting tailored solutions.
- Recommend accessories and add-ons that enhance our customers' riding experience.
- Create loyalty through personalized interactions and milestone celebrations.

**Team Collaboration & Process Optimization**
- Work closely with your team to meet service goals for response times, first-contact resolution, and customer satisfaction (CSAT).
- Identify trends in customer inquiries to improve FAQs, support documentation, and training materials.
- Contribute fresh ideas to enhance the overall customer journey.

**What We're Looking For**:

- **Skills**: Strong written and verbal communication with the ability to explain technical concepts clearly and patiently.
- **Mindset**: A natural problem-solver who thrives in fast-paced settings and is passionate about delivering exceptional customer service.
- **Product Enthusiasm**: Interest in micro-mobility or electric vehicles is a plus, but a willingness to learn and dive deep into Apollo's products is essential.
- **Technical Tools**: Familiarity with customer support platforms like Gorgias or Zendesk and productivity tools like Google Workspace or Airtable.

**What You'll Love About Apollo Scooters**:

- ** Competitive Salary**: Your hard work deserves recognition.
- **Personal E-Scooter**: Explore the city in style with your very own Apollo scooter.
- **Growth Opportunities**: We're growing fast, and we want you to grow with us.
- **Workplace Perks**: Dog-friendly office, coffee, snacks, and monthly team activities to keep the energy high.

**Why Join Apollo Scooters?**

This isn't just a job—it's an opportunity to be part of a movement. At Apollo, each day brings fresh challenges and opportunities to transform how people move and live. If you're ready to help shape the future of urban mobility while having fun along the way, we want to hear from you

Apollo Scooters is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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**Qui sommes-nous ?**

Apollo Scooters est un leader nord-américain de l'innovation dans le domaine des trottinettes électriques, révolutionnant la mobilité urbaine grâce à des produits performants et respectueux de l’environnement. En seulement cinq ans, nous sommes passés d’une start-up ambitieuse à une référence reconnue dans l’industrie de la micro-mobilité. Notre mission est simple mais puissante : rendre le transport plus abordable, durable et agréable pour tous.

Derrière notre succès se trouve une équipe passionnée et dynamique, dédiée à offrir des produits d’exception et des expériences clients inoubliables. Si vous souhaitez rejoindre une entreprise innovante et en pleine croissance où votre travail façonne directement la manière dont les gens se déplacent, vous êtes au bon endroit.

**Votre rôle en tant que Spécialiste de l’Expérience Client**:
**Ce que vous ferez**:
**Support Client et Assistance Technique**
- Diagnostiquer et résoudre les problèmes techniques en guidant les clients dans les étapes de dépannage et l’entretien des produits.
- Gérer les questions liées aux commandes, aux caractéristiques des produits et aux réclamations de garantie avec empathie et efficacité.

**Connaissance des Produits et Promotion**
- Maîtriser tous les modèles de trottinettes Apollo, leurs caractéristiques et leurs accessoires afin de conseiller les clients en toute confiance.
- Rester informé des évolutions des produits, des changements de politique