Customer Experience & Sales Support Representative

We Are One Composites; Kamloops; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading cycling company in Kamloops is looking for a Rider Support: Customer Experience & Sales Support Representative. This role focuses on providing exceptional customer care and dealer support in a dynamic and innovative environment. Candidates should have a passion for cycling, strong communication skills, and at least 2 years of experience in customer service. Join our team and help shape the rider experience while growing your career in the bike industry.

Qualifications

• 2+ years of customer service experience with clear communication skills.
• Positive attitude and ability to work in a team environment.
• Willingness to learn new systems quickly.

Responsibilities

• Act as the first point of contact for riders and dealers.
• Support bike shops with order status and warranty claims.
• Provide accurate technical support to riders and shops.

Skills

Customer service

Communication skills

Organizational skills

Passion for cycling

Problem-solving

Tools

Shopify

ERP/CRM systems

Job description

Position

Rider Support: Customer Experience & Sales Support Representative

Location

1255 12th Street, Kamloops, BC

Compensation

$22.00 - $25.00 per hour - full-time, 40 hours per week

Position Summary

The Rider Support Representative is at the heart of Industry Nine Canada’s customer experience. You will be involved in all aspects of customer care, dealer support, product service, and technical services. As one of the first points of contact, you’ll represent our brand values while helping riders, dealers, and the sales team to provide or find honest and accurate solutions.

This is a dynamic role that combines customer-facing interactions with administrative and sales support responsibilities, ensuring riders and dealers receive a seamless experience from start to finish.

Responsibilities

• Customer Service & Rider Support
  • Act as the first point of contact for riders and dealers by phone, email, and chat.
  • Provide expert guidance to riders on product selection, fit, and compatibility.
  • Demonstrate confidence in saying “I’ll find out” and providing accurate, reliable solutions instead of improvising.
  • Troubleshoot and resolve product and service issues in real time.
  • Ensure every interaction reflects our brand values and commitment to the rider experience.
  • Consistently seek opportunities for rider experience improvements using Kaizen principles
  • Work within Shopify (DTC/B2B) and our ERP/CRM systems to manage orders, track shipments, and update customer accounts.
• Dealer & Sales Support
  • Support bike shops with order status, warranty claims, and technical product information.
  • Process orders and manage customer accounts accurately in our systems. Collaborating the accounting when necessary
  • Assist the sales team with administrative tasks such as reporting, order tracking, order input, and follow-up communications.
  • Prepare documentation and data for internal reports and customer insights.
• Technical & Product Services
  • Develop an in-depth knowledge of our products, technologies, and warranty policies.
  • Take time to learn and improve your product knowledge with further training. Seek out growth opportunities from vendors and industry experts.
  • Provide accurate technical support to riders and shops.
  • Collaborate with sales and operations teams to coordinate repairs, returns, or product replacements.

Must-Have

• Passion for cycling and strong knowledge of bicycle components.
• 2+ years of customer service experience, with clear professional written and verbal communication skills.
• High energy, positive attitude, and ability to work well with a team.
• Strong organizational skills and attention to detail.
• Proficient computer skills. Be willing and able to learn new systems quickly.

Nice-to-Have

• Mechanical experience with bicycles (shop or service background).
• Familiarity with ERP/CRM systems (Shopify Plus, Fulcrum, Gorgias).
• Experience supporting both consumer and B2B customers.
• Well-developed interpersonal skills. Ability to get along with diverse personalities.

Why Join Industry Nine Canada?

This is more than a customer service role — it’s a chance to shape how riders and retailers experience our brand, with a direct impact on both our consumer business and our dealer network. If you’re passionate about bikes, love problem-solving, and want to be part of a small, innovative team making some of the best wheels in the world, we’d love to hear from you. As a growing company, we offer plenty of opportunities to take on more responsibility over time. Whether your interests lean toward sales, operations, or product, this role is designed to be a launching point for a long-term career in the bike industry.

To Apply

Email your Resume and Cover Letter to [e-mail] and reference “Rider Support: Customer Experience & Sales Support Representative” in the subject line.