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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

From drivetrain compatibility to sizing questions, you’ll be the expert helping riders make the right call from wherever they are.

We believe every digital interaction should feel as welcoming as walking into the shop—this role brings that to life.

Support doesn’t end at checkout. You’ll help riders navigate delivery, returns, warranties, and post-purchase peace of mind.