Customer Support Representative

ALSO is an electric mobility company focused on creating innovative small EVs. They are seeking a Customer Support Representative to handle customer inquiries, provide product knowledge, and improve customer experience through various support channels. Responsibilities Handle customer inquiries via phone, email, live chat, and social media Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments Help customers track orders, manage modifications and cancellations, and process returns and refunds Maintain a professional, positive, and empathetic attitude during all interactions Manage and resolve customer complaints, escalating to a supervisor when appropriate Possess and apply deep product knowledge of ALSO’s products to provide solutions Troubleshoot and diagnose technical or mechanical issues with ALSO’s products Educate customers on product features, benefits, and maintenance Manage warranty requests and claims via 3rd party platforms Coordinate with other departments, such as product, shipping, and sales, to resolve issues Communicate customer feedback to internal teams to improve offerings and develop efficiencies Proactively follow up with customers to improve their experience Develop new ways to engage customers, such as creating new documentation and help center articles Skills Handle customer inquiries via phone, email, live chat, and social media Provide pre-sale support by assessing a customer's needs and guiding them toward the right product and processing orders and payments Help customers track orders, manage modifications and cancellations, and process returns and refunds Maintain a professional, positive, and empathetic attitude during all interactions Manage and resolve customer complaints, escalating to a supervisor when appropriate Possess and apply deep product knowledge of ALSO's products to provide solutions Troubleshoot and diagnose technical or mechanical issues with ALSO's products Educate customers on product features, benefits, and maintenance Manage warranty requests and claims via 3rd party platforms Coordinate with other departments, such as product, shipping, and sales, to resolve issues Communicate customer feedback to internal teams to improve offerings and develop efficiencies Proactively follow up with customers to improve their experience Develop new ways to engage customers, such as creating new documentation and help center articles Proven ability to communicate clearly, empathetically, and professionally Excellent listening skills to accurately understand and document customer issues A personal passion for ALSO's mission and products Demonstrated ability to learn and apply in-depth product knowledge to diagnose and troubleshoot technical or mechanical issues Strong critical thinking and problem-solving skills to resolve customer complaints efficiently and effectively A natural inclination to put the customer first, prioritizing their satisfaction and overall experience The ability to handle a high volume of customer inquiries across multiple channels while remaining calm and composed under pressure Proven ability to work effectively with colleagues in sales, service, logistics, and product teams to resolve complex customer issues Excellent organizational skills to maintain accurate records of customer interactions, transactions, and feedback Experience in a fast paced customer support environment with a D2C brand Experience supporting customers with pre-sale and technical support that includes EVs, E-bikes, consumer electronics or similar products Experience working with Shopify or a similar ecommerce platform The ability to handle contacts across multiple channels including email, chat, and voice Clear and concise communication skills with the ability to create a strong feedback loop with internal teams Benefits Robust health coverage. Excellent health, dental and vision insurance covered up to 100% by ALSO with FSA & HSA options. One Medical membership and dedicated insurance advocates. Rich fertility and family building benefits with Progyny. Flexible time off. 401(k) match. Company Overview We’re ALSO, an electric mobility company originally conceived as a part of Rivian. It was founded in 2025, and is headquartered in Palo Alto, California, USA, with a workforce of 201-500 employees. Its website is