Job description:
Rize Bikes is looking for a dedicated Customer Support Representative to join our Richmond Team. In this role, you will champion the rider journey from the first inquiry to post-purchase support. Rather than just answering tickets, you will act as the primary guide for our retail customers, delivering high-touch support and ensuring absolute satisfaction from the initial consultation through to final delivery.
Core Responsibilities
- Direct Support: Provide high-touch assistance to retail customers via phone, email, and in-person walk-ins.
- Product Consultation: Lead in-depth product demonstrations and "deep-dive" consultations to help commuters select the right e-bike.
- Order Management: Coordinate with the logistics team to ensure timely fulfillment and delivery of single-unit retail orders.
- Technical Troubleshooting: Assist riders with technical questions regarding motors, batteries, and mechanical components.
- Warranty Management: Evaluate warranty claims, coordinate with the technical team for repairs, and ensure a seamless resolution for the customer.
What You Bring to the Team
- Customer-First Mindset: You excel at translating complex technical specifications into easy-to-understand benefits for everyday riders.
- Cool Under Pressure: You navigate technical hiccups or frustrated customers with empathy, patience, and a highly solution-oriented approach.
- Digital Fluency: Solid working knowledge of e-commerce and ticketing software (experience with Shopify and Zendesk is highly preferred).
- Sales & Service Experience: A proven track record in a fast-paced B2C or retail environment.
- Strong Communicator: Exceptional phone etiquette and the ability to draft clear, concise, and helpful email correspondence.
Bonus Points
- Bilingualism: Proficiency in French
- Industry Insight: General knowledge of e-bike mechanics (Bafang systems) and local cycling infrastructure.
Compensation & Benefits
- Competitive base salary.
- Employee discounts on products and services.
Join our mission to improve urban mobility and wellness. Learn more at: www.rizebikes.ca
Pay: $45,000.00-$50,000.00 per year
Ability to commute/relocate:
- Richmond, BC: reliably commute or plan to relocate before starting work (required)
Work Location: In person
