Customer Operations Specialist - South Bay Area

Customer Ops SpecialistWombi is on a mission to replace short car trips with e-bikes. We're looking for a passionate advocate to help run our South Bay operations. As a Customer Ops Specialist, you will be the face of Wombi in the region, dedicated to transforming car commuters into confident riders.Wombi is a mission-driven company dedicated to making premium e-bikes more accessible to the communities we serve.

We empower individuals to choose biking for everyday transportation, transforming the daily commute from a grind into a joyful experience. By providing high-quality, accessible e-bike options, and a full gamut of subscription benefits Wombi promotes better health, greener living, and more connected communities, making it easy for everyone to enjoy the ride.This isn't just about answering support tickets—you will manage the entire member lifecycle, from a nervous first test ride to their 1,000th mile on subscription. Bridging the gap between sales, operations, and community advocacy, you will keep the shop running smoothly, prep the fleet, onboard new members, and work autonomously while collaborating with our core team and third-party mechanics.Key Responsibilities:Customer Experience - Deliver standout service at every touchpoint: test rides, handovers, service visits, phone, and emailSales - Sell subscription and Exfleet bikes ($2K - $5K) and support sales outreach and proposalsCross-Team Coordination - Collaborate with the Customer Success Team and the General Manager to ensure the service and customer experience is seamless.Fleet Prep - Get bikes to a 'like new' standard for subscription and sale; maintain fleet levels for the Exfleet programBasic Maintenance - Change tires, chains, and accessories; diagnose and resolve straightforward bike issuesVan Operations – Occasionally drive a 20ft panel van for deliveries and pick-ups; coordinate scheduling on the goShop Operations - Open and close the store solo; manage keyholder duties for 50%+ of shiftsAdmin & Reporting - Track sales in systems, keep CRM current, process orders/contracts, and report on daily/weekly/monthly activityMetrics - Support fleet KPIs (tenure, utilization, Cost of Sales) and meet customer contact SLAsLocal Activation - Be the "boots on the ground" at test ride events, turning the e-bike curious into Wombi enthusiasts.Qualifications:High school diploma or equivalent2 - 4 years in customer service, sales, retail, or operations (startup experience a plus)21+ years of age with a valid driver's license and clean driving record (required by our commercial auto insurance policy)Mechanical aptitude or eagerness to learn basic bike maintenanceProfessional presence and empathy with customers; comfortable selling high-value productsStrong communication skills, both written and verbalOrganized, detail-oriented, and able to manage competing prioritiesProficient with business systems and administrative tasks; willing to learn new tools quicklyComfortable working both independently and as part of a small teamAble to handle demanding situations with composure and a solutions-oriented mindsetEnthusiastic about growing your skills in a fast-paced startup environmentSchedule & Availability:3+ days per week, including evenings, weekends, or holidays as neededMust include Sunday or Monday (bike prep for Tuesday handoffs) and Thursday or Friday (prep for Saturday, our busiest day)Work Conditions & Physical Demands:Indoor retail/workshop setting with weekly outdoor events and van runsOn your feet most of the day; occasional lifting up to 60 lbs (eBikes and equipment)Must be able to bend, stoop, kneel, and reach to perform various tasks related to bike maintenance and customer serviceMay require work during evenings, weekends, or holidays to accommodate customer needs and special eventsMust be comfortable working solo for 50%+ of shifts in a fast-paced startup environmentInterview Process:Manager Screen > Peer Screen > Hands-On Evaluation > OfferSalary: $28 - $32 per hour