Rider Support Online

Bici; Vancouver; On-site; CAD 30,000 - 60,000; Full time

Job summary

A bicycle retail company is seeking a Rider Support Online team member in Vancouver. This full-time role focuses on delivering exceptional customer service, troubleshooting order issues, and collaborating with various teams to improve the shopping experience. Ideal candidates will have customer service experience, strong communication skills, and a passion for biking. Compensation ranges from $20 to $24 per hour.

Qualifications

• 1+ year of customer service experience (e-commerce, bike retail, or technical support preferred).
• Strong written communication skills and attention to detail.
• Ability to collaborate cross-functionally in a fast-paced setting.

Responsibilities

• Deliver friendly, fast, and helpful customer service through email and phone.
• Troubleshoot order issues and track inventory discrepancies.
• Collaborate with service and fulfillment departments to resolve customer requests.

Skills

Customer service experience

Written communication skills

Familiarity with bike components

Freshdesk knowledge

Attention to detail

Tools

Freshdesk

Shopify

Google Workspace

Job description

Overview

As a Rider Support Online team member at Bici, you’ll play a crucial role in creating a seamless digital shopping experience for our customers. Whether it’s guiding a rider through their next gear upgrade, resolving a courier issue, or tracking down an inventory discrepancy—you’re the rider’s advocate behind the screen.

This role is about more than just support. You’ll be a cross-functional problem-solver, working closely with fulfillment, purchasing, inventory, and service teams to keep things moving smoothly across our digital channels. If you love bikes, are detail-obsessed, and get joy from helping others, we’d love to hear from you.

Key Accountabilities

• Deliver friendly, fast, and helpful customer service through email (Freshdesk) and occasional phone support
• Help customers complete purchases by answering product questions and offering tailored gear advice
• Troubleshoot order issues including mis-shipments, delays, address errors, and stockouts
• Track and resolve inventory discrepancies, coordinating with warehouse and purchasing teams
• Collaborate with the service and fulfillment departments to resolve customer requests and special handling needs
• Log and escalate technical issues or unusual cases with clarity and context
• Stay up to date on Bici’s product catalog, shipping timelines, and policies around warranties, returns, and order changes

Strategic Outcomes

• Builds lasting trust by delivering clear, consistent support that feels human and helpful
• Protects revenue by saving at-risk sales and turning order issues into positive experiences
• Supports operational flow by catching errors early and reducing back-and-forth between teams
• Strengthens customer retention through timely responses and detailed follow-through
• Flags emerging patterns or recurring issues to help improve tools, processes, and workflows

Skills and Experience

• 1+ year of customer service experience (e-commerce, bike retail, or technical support preferred)
• Strong written communication skills and attention to detail
• Confident using Freshdesk (or similar CRM), Shopify, and Google Workspace
• Familiarity with bike components, compatibility, and cycling gear (MTB, road, gravel)
• Ability to collaborate cross-functionally and manage time independently in a fast-paced setting
• A genuine love of bikes and a drive to help riders have a great experience with Bici

Position Title: Rider Support Online

Location: 1497 Adanac Street, Vancouver, BC

Position Types: Full-time, with weekend availability

Reports To: Rider Support Lead

Compensation: $20 - $24 per hour