Customer Service Lead - Bikes (Seasonal)

BICI; Vancouver; Hybrid; CAD 32,000 - 39,000; Full time

Job summary

Bici in Vancouver, BC, is seeking a Customer Service Lead to work closely with the Customer Service Manager to oversee day-to-day operations across email, phone, and in-store channels, delivering exceptional rider experiences.

The role is full-time with seasonal shifts: hands-on support in winter and team leadership in summer, with compensation of $23.50–$27.50 per hour and reporting to the Customer Service Manager.

Qualifications

• Minimum 2 years of customer service experience.
• Experience supporting multi-channel (email, phone, in-store).
• Familiarity with Freshdesk, Shopify, Lightspeed R-Series is a plus.

Responsibilities

• Lead and support the customer service team through busy seasons and everyday operations.
• Onboard and train agents on Bici's tools, policies, and service standards.
• Manage escalations and reply to technical tickets passed up by other agents.
• Serve as backup on phone lines when the floor cannot take a call.
• Ensure target response times and customer service standards are consistently met.
• Identify issues ahead of major problems and coordinate solutions with the Manager.
• Adhere to and uphold all Bici's customer service policies and SOPs.

Skills

Customer service

Team leadership

Communication

Troubleshooting

Cycling passion

Tools

Freshdesk

Shopify

Lightspeed R-Series

Job description

Bici in Vancouver, BC, is seeking a Customer Service Lead to work closely with the Customer Service Manager to oversee day-to-day operations across email, phone, and in-store channels, delivering exceptional rider experiences.

The role is full-time with seasonal shifts: hands-on support in winter and team leadership in summer, with compensation of $23.50–$27.50 per hour and reporting to the Customer Service Manager.