Job Description

Rider Support - Customer Experience & Sales Support Representative

Position:

Rider Support: Customer Experience & Sales Support Representative

Location

: 1255 12th Street, Kamloops, BC

Compensation range:

$22.00 - $25.00 per hour -

full-time, 40 hours per week

Position Summary:

The Rider Support Representative is at the heart of Industry Nine Canada's customer experience. You will be involved in all aspects of customer care, dealer support, product service, and technical services. As one of the first points of contact, you'll represent our brand values while helping riders, dealers, and the sales team to provide or find honest and accurate solutions.

This is a dynamic role that combines customer-facing interactions with administrative and sales support responsibilities, ensuring riders and dealers receive a seamless experience from start to finish.

Responsibilities Include:

Customer Service & Rider Support

Act as the first point of contact for riders and dealers by phone, email, and chat. Provide expert guidance to riders on product selection, fit, and compatibility. Demonstrate confidence in saying "I'll find out" and providing accurate, reliable solutions instead of improvising. Troubleshoot and resolve product and service issues in real time. Ensure every interaction reflects our brand values and commitment to the rider experience. Consistently seek opportunities for rider experience improvements using Kaizen principles Work within Shopify (DTC/B2B) and our ERP/CRM systems to manage orders, track shipments, and update customer accounts.

Dealer & Sales Support

Support bike shops with order status, warranty claims, and technical product information. Process orders and manage customer accounts accurately in our systems. Collaborating the accounting when necessary Assist the sales team with administrative tasks such as reporting, order tracking, order input, and follow-up communications. Prepare documentation and data for internal reports and customer insights.

Technical & Product Services

Develop an in-depth knowledge of our products, technologies, and warranty policies. Take time to learn and improve your product knowledge with further training. Seek out growth opportunities from vendors and industry experts. Provide accurate technical support to riders and shops. Collaborate with sales and operations teams to coordinate repairs, returns, or product replacements.

Must-Have

Passion for cycling and strong knowledge of bicycle components. 2+ years of customer service experience, with clear professional written and verbal communication skills. High energy, positive attitude, and ability to work well with a team. Strong organizational skills and attention to detail. Proficient computer skills. Be willing and able to learn new systems quickly.

Nice-to-Have

Mechanical experience with bicycles (shop or service background). Familiarity with ERP/CRM systems (Shopify Plus, Fulcrum, Gorgias). Experience supporting both consumer and B2B customers. Well-developed interpersonal skills. Ability to get along with diverse personalities.

Why Join Industry Nine Canada?

This is more than a customer service role -- it's a chance to shape how riders and retailers experience our brand, with a direct impact on both our consumer business and our dealer network. If you're passionate about bikes, love problem-solving, and want to be part of a small, innovative team making some of the best wheels in the world, we'd love to hear from you. As a growing company, we offer plenty of opportunities to take on more responsibility over time. Whether your interests lean toward sales, operations, or product, this role is designed to be a launching point for a long-term career in the bike industry.

To Apply

Email your Resume and Cover Letter to

HR@weareonecomposites.com

and reference "Rider Support: Customer Experience & Sales Support Representative" in the subject line.

Job Type: Full-time

Pay: $22.00-$25.00 per hour

Expected hours: 40 per week

Benefits:

Dental care Extended health care On-site parking Vision care
Work Location: Hybrid remote in Kamloops, BC V2B 3C8