Customer Support Agent – Bicycles (Shenzhen)

About the role

X-LAB, the performance‑bike brand of XDS, is looking for a customer‑focused and technically minded Customer Support Agent to join its growing support team in Shenzhen. You will be the primary point of contact for riders and dealers, handling inquiries about bicycles, parts, warranties, orders and services across multiple channels.

Key responsibilities

• Provide professional support to customers and dealers via Zendesk, phone and live‑chat.
• Answer product questions, assist with bicycle setup, and troubleshoot technical issues.
• Handle inbound and outbound support calls, diagnosing mechanical, electronic and product‑related problems.
• Collect photos, videos, serial numbers and other data required for warranty and support cases.
• Escalate technical, warranty, safety or quality concerns to the appropriate internal teams while maintaining ownership of communication.
• Document interactions, troubleshooting steps and resolutions accurately in Zendesk.
• Identify recurring product issues and relay feedback to Product, Engineering, Warranty and After‑Sales teams.
• Contribute to Support Center articles, FAQs and troubleshooting guides.

Required profile

• Customer‑oriented with strong communication skills.
• Technically minded and able to follow approved troubleshooting procedures.
• Comfortable working in a fast‑paced, cross‑functional environment.
• Based in Shenzhen and fluent in English.

Required skills

• Zendesk
• Live‑chat support