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The Customer Service Lead works closely with the Customer Service Manager to oversee the day-to-day operations of Bici's customer service department, ensuring exceptional experiences across every customer touchpoint. This role is focused on leading and training the team, managing escalations, and maintaining service standards across email, phone, and in-store channels. Beyond team leadership, the position adapts to seasonal volume, providing hands-on customer support through the busy winter season and shifting to team management, delegation, and high-level escalations in summer. The ideal candidate will have strong customer service experience, excellent communication skills, and a passion for bikes and creative problem-solving.

Key Accountabilities:

• 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.

Strategic Outcomes:

• Maintains and strengthens Bici's reputation for exceptional customer service.
• Delivers exceptional service across all channels, including email and phone.
• Identifies problem areas ahead of major issues, securing resources to maintain smooth operations.
• Coaches the team to consistent standards, ensuring seasonal volume shifts don't degrade the customer experience.

Skills and Experience:

• Passion for cycling and customer service.
• Excellent written and verbal communication.
• Strong troubleshooting skills and a knack for creative solutions.
• At least two years of customer service experience.
• Familiarity with Freshdesk, Shopify, and Lightspeed R-Series is an asset.

Position Title: Customer Service Lead
Location: 1497 Adanac Street, Vancouver, BC
Position Types: Full-time, with seasonal responsibility shifts (winter hands-on, summer leadership)
Reports To: Customer Service Manager
Compensation: $23.50 - $27.50 per hour

From product questions to complex returns, we bring the technical depth to solve every issue riders send our way.

When a question needs a deeper answer, we step in with the expertise and follow-through to close every ticket cleanly.

We spot problems before they scale, coach the team through busy seasons, and keep Bici's service reputation strong.