Customer Success Expert

In 2018, Cowboy introduced the most beautiful, simple, and connected electric bike for urban riders. With a vision to be the ideal mode of transport, Cowboy has transformed the electric bike to be a fully connected ecosystem that our riders experience every day. Over time, the cultural impact we imagine is one of creating the living city - urban environments that are more mindful of us and the way we want to move and more sustainable for all its inhabitants.

We are a disrupter in the market with ambitious goals, winning Red-Dot awards in 2018, 2019, and 2021. We enhance the riding experience by unifying intelligent technology, delightful design, and meticulous customer service. Our mission is to become the most desirable micro-mobility company in Europe.

In May 2021, Cowboy launched its fourth model, introducing a new frame with a wireless phone charging feature. Our bikes, on-demand test rides, and repair services are available in more than 10 European countries.

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 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 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
• In general, being true guardian of customer’s success and happiness exploring the city

We are offering an initial fixed-term contract of 3 months. Subject to business needs and mutual fit, there is the opportunity to extend the contract.

We are looking for an entrepreneurial person who:

• Is fluent in English, in addition to being fluent in at least one of the following languages: German, French, Dutch 
• Holds a Bachelor degree, ideally in Business & Economics studies, Mechanical Engineering or similar
• Has 0-3 years 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 proactive solution-oriented mindset 
• Is a true team player, taking ownership and taking care of your peers
• Is comfortable working flexible hours: this role can require shift and weekend work.

• Become one of the key employees of a fast-growing scale-up in an open, respectful and fun company culture
• Have a real impact on the company’s growth and evolution
• 30 annual vacation days 
• Hybrid working structure
• Your own Cowboy bike for the duration of your contract (and a nice discount for your family)
• Daily meal allowance
• Hospitalization insurance

Start date

As soon as possible.

Interested?

Just like our rider community in cities across Europe, 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.