Job DescriptionCOMPENSATION & BENEFITS

Job Type: Full-time

Pay: $20 - $23 per hour

Expected Hours: 40 per week

Benefits: 401(k) with matching, health insurance, paid sick time, paid time off

Experience Level: 1 year or more

Physical Setting: Office

Schedule: Monday to Friday, subject to change.

Supplemental Pay Types: Overtime pay

Ability to Commute: Hawthorne, CA 90250

WHY UNPLUGGED PERFORMANCE

We're a small, down-to-earth, enthusiastic team located near SpaceX, Tesla Design, and other leading physical technology leaders in Hawthorne, California. We care about doing things right, building the best products in the industry, and treating customers like the enthusiasts they are. If you're smart, motivated, and want to accomplish new things in a positive environment, you'll fit right in.

Unplugged Performance is an equal opportunity employer. We welcome applicants of all backgrounds and make hiring decisions based on qualifications, merit, and business needs.

ROLE OVERVIEW

As a Customer Support Administrator at Unplugged Performance, you’ll play a pivotal role in supporting customers by assisting them in properly installing and using our products. A strong desire for prompt and thorough customer support under pressure, as well as strong knowledge of automotive aftermarket tuning, are required.

1. Customer service – Installation Support – Tier 1

• Respond to customer and third-party installer inquiries and provide basic troubleshooting
• Point customers and installers to resources and explain best practices
• Solve basic problems such as helping customers account for all subcomponents, helping customers understand and select the right tools, recommending installers, and recommending solutions.

1. Customer service – Aftersales Support – Tier 1

• Respond to customer inquiries about warranty items or product issues
• Creating and updating support cases
• Scheduling appointments
• Manage shipments of repair parts, exchanges, warranty support, or other aftersales support
• Coordinating with warehousing and technical teams

1. Return Merchandise Authorization (RMA) Support

• Answer customer inquiries regarding orders and returns.
• Assist customers in processing RMA tickets, refunds, and replacements.
• Process shipping claims related to RMAs.
• Coordinate with warehousing and accounting teams

1. Customer Follow-up and Satisfaction

• Proactively follow up with customers for feedback on products and services
• Encourage happy customers to tell their stories
• Help challenged customers with next steps to get the best out of our products

Requirements

• Mechanical knowledge of cars and car tuning
• Great customer service demeanor and ability to stay cool under pressure
• Attention to detail and accurate data entry
• Strong desire to achieve, win, and be the best in the world at your role
• Commitment to customer safety and satisfaction
• High school diploma or equivalent; associate or bachelor's degree in accounting or related field is a plus.
• 1 year or more of previous experience in a related role.