---
title: 'Customer Support Agent at XDS'
canonical: 'https://feeny.ai/job/customer-support-agent-xds-los-angeles-pys8frvdced1'
type: 'job'
last_seen: '2026-09-12'
---

# Customer Support Agent at XDS

- **Company:** XDS
- **Location:** Los Angeles, CA
- **Compensation:** $25/hr
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-09
- **Last confirmed live:** 2026-09-12
- **Apply:** https://jobs.ashbyhq.com/xds/76c83fea-f4ba-4e41-ad14-4d251f6bdec0

## Job description

## Who We Are

X-LAB is the in-house performance bicycle line by XDS, which has quietly become the world’s largest and most vertically integrated bicycle manufacturer and the largest maker of carbon fiber frames, supplying many of the top brands in cycling and mobility. Today, XDS is quiet no more. XDS launched X-LAB in April 2026 as the global consumer brand to take the industry by storm. Three decades of experience building exceptional bicycles have culminated into a unique line of road, gravel, electric, city, hybrid, and soon mountain bikes that riders and shops can’t stop talking about. X-LAB is the new inflection point for the category. We launched in April 2026 with a full lineup across road, gravel, city, fitness, e-bike, and soon mountain categories, with validation from the highest and most demanding levels of the sport through the XDS Astana Team and a rapidly growing network of dealers. Our ambition is not simply to sell more bikes. It is to make great bikes more integrated, more accessible, and better supported through the independent shops and communities that grow cycling and bring in new riders. That is what makes this moment exciting. Joining X-LAB means shaping a company with unmatched production scale, real engineering R&D depth, and the confidence to earn trust… one rider, one dealer, one product, and one market at a time. Are you ready to ride ahead of the pack? Learn more athttps://xds.co/https://xlabbikes.com See an insider’s look of our factory: [Youtube Video](https://www.youtube.com/watch?v=06SheO5XFsY) _____________________________________________________

## About the role

X-LAB is seeking a customer-focused and technically minded Customer Service Agent to join our growing Support team. You’ll be a primary point of contact for riders and dealers, helping resolve questions about X-LAB bicycles, parts and accessories, warranties, orders,, and services. This role combines customer service with technical troubleshooting across email, phone, and live chat. You will work closely with our Warranty, Warehouse, Product, Engineering, and Support teams to resolve customer issues and communicate recurring product feedback. This position follows a Saturday-through-Wednesday hybrid schedule, with Thursdays and Fridays off.

## What You’ll Do

- Provide professional customer and dealer support through Zendesk, phone, and website live chat.
- Assist with product questions, bicycle setup, technical troubleshooting, warranty inquiries, orders, returns, replacement parts, and product registration.
- Conduct inbound and outbound technical support calls with customers and dealers.
- Diagnose mechanical, electronic, and product-related issues using approved troubleshooting procedures.
- Collect relevant information, photos, videos, serial numbers, and troubleshooting results needed to evaluate support and warranty cases.
- Escalate technical, warranty, safety, and product-quality concerns to the appropriate internal teams while maintaining ownership of customer communication.
- Accurately document customer interactions, troubleshooting steps, decisions, and resolutions in Zendesk.
- Identify recurring product issues and report customer feedback to Product, Engineering, Warranty, and After-Sales teams.
- Contribute to Support Center articles, FAQs, troubleshooting guides, templates, and internal knowledge resources.
- Meet established service-level expectations, including first-response and resolution targets.
- Provide dependable weekend coverage during the assigned Saturday through Wednesday and occasional holiday schedule.

You’re a Great Fit With:

- 2+ years of experience in customer service, technical support, or a related customer-facing role.
- Excellent written and verbal communication skills with strong troubleshooting and problem-solving abilities.
- Experience using Zendesk or other customer support platforms.
- Being able to work in a Saturday - Wednesday schedule (hybrid)
- Strong experience handling customer conversations over email, live chat, and phone.

You’re a Spectacular Fit With:

- Previous experience working in the bicycle industry, bike retail, or technical bicycle support.
- Passion for cycling with strong knowledge of bicycle components, assembly, maintenance, and troubleshooting.
- Experience supporting e-bikes, electronic shifting systems, or bicycle warranty programs.

Success Metrics

- Achieving a 2-hour first-response rate of 90% or higher during business hours.
- Achieving a 48-hour resolution rate of 90% or higher for standard customer inquiries and support cases.
- Maintaining strong Customer Satisfaction scores through professional, accurate, and empathetic support.
- Accurately documenting customer interactions, troubleshooting findings, and resolutions in Zendesk.
- Escalating urgent technical, safety, warranty, and product-quality issues promptly.
- Identifying recurring product trends and providing actionable feedback to internal teams.
- Contributing to continuous improvements in support documentation, troubleshooting processes, and the X-LAB Support Center.

_____________________________________________________

Our Compensation and Benefits

- Competitive hourly pay
- Generous time off policy
- Hybrid-remote work with recurring visits to our office space in beautiful Santa Monica, California

## Equal Opportunity

XDS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

## About XDS

## Company Overview
- **One-liner**: XDS is one of the world’s largest bicycle manufacturers, designing, engineering, and producing over eight million bikes annually through a fully vertically integrated process, and has launched the X‑LAB performance brand for global riders.
- **Entity Type**: Private (no public ticker; no disclosed funding rounds)
- **Headquarters**: Not publicly available (press releases issued from Los Angeles, but manufacturing and likely corporate base in China; exact city not confirmed in provided sources)
- **Founded**: Approximately 1996 (over 30 years in operation, per xds.co)
- **Founders**: Not publicly disclosed

## Core Business
- **Primary industry**: Bicycle manufacturing and performance cycling equipment
- **Target customers**: B2B (independent bicycle dealers and retailers) and B2C (riders from pro racers to casual cyclists)
- **Mission or purpose**: “Expand the sport of cycling by making the ownership experience simpler, the product story clearer, and the ride itself impossible to forget” – with a strong “dealers first” ethos

## Products & Services
- **X‑LAB Performance Bikes**: A line of road, gravel, urban, and electric bicycles engineered in‑house using advanced carbon and alloy fabrication. Includes models like the DB01 TT road bike. (SaaS/Service? No – hardware product)
- **XDS Complete Bikes**: The broader XDS catalog covering all cycling categories, sold through a network of 14K+ retail stores and 190 distributors across five countries.
- **Manufacturing & R&D Services**: Vertically integrated production (carbon molding, robotic welding, precision testing) that XDS offers to its own brands and potentially to partners (not explicitly stated).

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Annual production of 8 million bicycles (XDS overall); X‑LAB brand sells 3K+ bikes annually
- **Notable Investors/Partners**: Official sponsor of the **XDS Astana Team** (UCI WorldTour pro cycling team); partners with independent bike shops globally
- **Growth Signals**: Global expansion into 15 new markets in 2026 (including US, Norway, Japan, Australia); introduction of first gravel and electric platforms; 50 employees dedicated to X‑LAB R&D

## Competitive Advantages
- **Full vertical integration**: XDS controls every stage from raw carbon/aluminum stock to final assembly and testing, resulting in tighter tolerances and fewer warranty issues.
- **Decades of expertise**: Over 30 years of carbon engineering and precision manufacturing, with a track record of supporting national champions, Tour de France riders, and Olympic medalists.
- **Dealer‑first model**: Unlike many brands that sell direct‑to‑consumer, XDS builds programs that empower independent retailers with more control and support.

## Strategic Focus
- **Global brand expansion**: Rolling out X‑LAB to new countries and categories (gravel, e‑bikes) to capture a wider rider audience.
- **Deepening vertical integration**: Continuing to invest in in‑house automation, smart logistics, and advanced materials to improve quality and dealer economics.
- **Strengthening pro‑racing presence**: Sponsoring the XDS Astana Team to validate performance at the highest level and translate that credibility to retail.

## Why Work Here
- **Engineering‑driven environment**: Employees work with cutting‑edge carbon engineering, robotic welding, and precision testing in a 450‑acre production hub.
- **Ownership and impact**: Vertical integration means engineers and designers see their work through from concept to finished bike, with direct influence on quality and performance.
- **Global growth phase**: The company is actively entering new markets, offering opportunities for international roles and career advancement.
- **Culture**: Emphasis on “dealers first” and a clear mission to grow the sport – appealing to those passionate about cycling and manufacturing.
- **Work policy**: Not specified in available sources; likely on‑site at manufacturing facilities (China) or at regional offices (e.g., US).

## Sources
1. [xds.co/pages/company](https://xds.co/pages/company)
2. [xds.co/en-intl](https://xds.co/en-intl)
3. [xds.co/blogs/media-room](https://xds.co/blogs/media-room/xds-launches-x-lab-worldwide-with-vertical-integration-model-to-improve-economics-for-dealers-and-riders)
4. [xds.co/home](https://xds.co/home/)
5. [xds.co/pages/technology](https://xds.co/pages/technology)

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