Rider Success Associate

About Pollen

Pollen is a venture-backed company on a mission to decarbonize and electrify the way people and things move around in cities.

Motorcycles are the most petrol-dependent vehicles circulating in our streets. The reason is that electric scooters are expensive, have a very limited range, and take many hours to charge.

Pollen is here to fix this. We're here to make riding an electric motorcycle more affordable, convenient and reliable.

We've developed a universal swappable battery that fits most 50cc and 125cc electric scooters, available through a subscription service backed by a network of automated swap stations. Instead of plugging in for hours, riders swap a depleted battery for a fully charged one in seconds, making electric riding more affordable, convenient, and reliable than petrol.

We are a Lisbon-based startup, live in Lisbon and Madrid, and named one of TIME's Best Inventions of 2026. We're looking to grow by attracting people with outstanding talent who want to help us build from the ground up.

The role

You'll be the face of Pollen to our riders. You'll turn people who are curious about electric riding into Pollen riders, and then keep them riding: you'll know them, their bike and what's going on with it.

This is a sales and relationship role, on the ground in Lisbon. Most days you're at our workshop doing test rides, signing contracts and looking after riders, and from time to time you're on the street meeting new ones. Every day you're the one making sure no rider is left without an answer or without a bike.

You'll report to our Portugal lead and work closely with our marketing, operations and maintenance teams.

Responsibilities

Bringing new riders in

• Follow up every new lead until they sign, whether they reach us by chat, phone or walking in
• Run test rides, sign contracts and hand over bikes
• Join street activations and events to meet new riders, and bring back what you hear

Looking after our riders

• Be the main point of contact for our riders: questions, issues, complaints, contract changes
• Handle rider support during the day, and keep riders informed when something goes wrong
• Be the first to talk to riders when a payment is late, and find a fair way forward

Keeping bikes on the road

• Know the status of every rider's bike: on the road, in the shop, waiting for parts
• Set repair priorities with our maintenance team and chase until bikes are back
• Make sure scheduled maintenance happens

We're a small and dedicated team, which means you'll never be stuck in a silo, and everyone wears multiple hats. No task is below anyone here: expect to spend real time in the workshop, some time on the street, and to jump into whatever riders need.

Requirements

• 1–3 years in sales or account management, ideally in a fast-growing startup
• You've closed face-to-face and can tell us about customers you converted yourself
• Organised: you keep track of many open topics and nothing gets dropped
• Empathetic and direct: you build relationships and still hold the line when needed
• You own topics until they're done, and make decisions without waiting for 100% of the information
• You use AI to work faster and decide better, not to replace your judgement
• Comfortable riding a motorcycle
• Fluent Portuguese and English
• Based in Lisbon

Bonus points

• Background in mobility, delivery, rental or subscriptions
• You've worked with couriers or delivery riders
• You speak other languages common among Lisbon's riders

We encourage you to apply even if you don't meet every criterion above — we care about what you've built and how you've solved problems, not whether your background fits a checklist exactly.

What we offer

• Full-time contract
• Health insurance
• Stock options
• A seat at the table in building a company and a product from the ground up