• Location
    • New York
  • Date Posted
  • Oct. 27, 2021
  • Function
  • Technical & Customer Support
  • Sector
  • Mobility

Cowboy is a Belgian startup that is developing innovative electric bikes for urban riders. Cowboy’s main goal is to improve urban mobility and take commuters to their destination in a more enjoyable, sustainable and efficient manner.

Founded in 2017 by entrepreneurs Adrien Roose, Karim Slaoui and Tanguy Goretti, Cowboy is headquartered in Brussels, Belgium. Cowboy is the winner of the Eurobike 2017, the Red-Dot bicycle design award 2018 and the Red-Dot “Best of the Best” award for the Cowboy 2.

With traffic congestion plaguing metropolitan areas, electric bikes are proving to be the fastest means of transportation, beating cars and ground public transport. Cowboy’s vision is to elevate the daily commute to the next level in terms of speed, comfort and freedom of movement around the city. Cowboy enhances the riding experience by unifying intelligent technology, delightful design and meticulous customer service.

In July 2020, Cowboy raised €23 Million from international investors (including Exor Seeds, the early stage investment arm of Exor, Isomer Capital, Future Positive Capital and Index Ventures) in the Series B round. Cowboy has since recruited 50+ new talent, scaled operations, and expanded its footprint across Europe through its Test Ride and Mobile Service networks.

In May 2021, Cowboy unveiled its fourth generation electric bike, the Cowboy 4. In September 2021, Cowboy launched in the United States as one of the first EU players in the US market.

About the role

Cowboy is about ‘customer obsession’, creating a seamless customer experience and being close to our riders from the moment of discovery to the moment where a problem arises and when we want to be close to solve it. Building a new way to move in your city, we aim to create long-term partnerships with our customers that are built on trust and care.

  • The Cowboy Customer Success team is on a mission to help customers move freely through the city and feeling happy about Cowboy, delivering top-notch support and working out creative solutions to our customers’ problems, every single day. To achieve this goal, we’re looking for a passionate Customer Success expert to join our new team in the US and make the difference between great and excellent. As a member of the Customer Success Team, your responsibilities would include;
  • Growing a deep understanding of Cowboy’s product, both on hardware & software
  • Helping customers understand and use Cowboy’s powerful features to the fullest
  • Forwarding your customers’ voices in the business, directly impacting product development decisions within Cowboy
  • Optimising and developing processes to improve customer success
  • Troubleshooting, looking for both effective and efficient solutions for problems
  • Displaying genuine care and empathy through all interactions, with our customers and our team
  • In general, being true guardian of customer’s success and happiness exploring the city
  • Contributing to the collective growth, development and culture of the Customer Success Team.

Requirements

We are looking for is an entrepreneurial person who:

  • Is fluent in English (A decent level of Dutch, French or German is a plus)
  • Holds a Bachelor degree
  • Has 1-3 years Customer Success Expert experience
  • Is able to work and thrive in a fast-paced environment
  • Has excellent communication skills (both written and verbal)
  • Is comfortable speaking to a wide range of people covering a wide range of situations
  • Is able to make a customer smile, even from behind a phone or computer
  • Combines strong empathy with a solution-minded, goal-oriented mindset and approach
  • Is a true team player. Taking ownership and taking care of your peers
  • Lives within a commutable area to Manhattan. We are flexible about working from home, but will likely ask you to come into our office at least 1-3 days a week.
  • Is comfortable working flexible hours: this role requires mandatory evening, night (until 2am) and weekend work. If you are unable to commit to this requirement, please do not apply.

Benefits

What we offer you

  • Compensation: $60,000 annually.
  • Benefits Overview
  • 30 days paid holiday
  • Health insurance
  • 401k plan
  • Cowboy 4 for use throughout your contract.
  • Annual remote working set up OR co-working subscription contribution
  • Monthly wellness budget
  • Lunch stipend
  • Flexible work location (work from home possibilities)
  • A full month of training that will not only cover product specific training but also in depth training in customer service
  • Become one of the key employees of a fast-growing startup with open, respectful and fun company culture.
  • Have a real impact on the company’s growth and evolution
  • Work with people who love what they do every day

Just like our rider community, diversity is a strength. No matter where you come from, or the path you’re on, Cowboy is inclusive and so is our workplace. Your unique skills, passion, and perspective will help us continue to transform mobility and urban life for the better.

Interested?

Prior to applying, we invite you to attach your CV, complete this questionnaire and do the following cognitive test.