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Added 10 mins ago
B&
Seasonal Retail Sales Associate-Toronto Premium Outlets
Bath & Body Works
Hornby, ON
- $18.95 USD / hour
- Part-time
…your next chapter, we invest in your growth so you can learn, lead and help create feel good moments every…
Added 10 mins ago
CO
Coordinator, Marketing (Performing Arts)
City of Brampton
Brampton, ON
- Full-time
…portfolio, including The Rose Theatre. The successful candidate will lead the planning and execution of innovative, audience-driven marketing campaigns to increase ticket sales, grow…
Added 10 mins ago
HT
Software Validation Technologist
Husky Technologies
Bolton, ON
- Full-time
Husky TechnologiesTM a company with a strong foundation built on innovation, close customer relationships, a strong sense of community and a unique culture and values. We are looking for…
Added 10 mins ago
HT
PD Software for Service
Husky Technologies
Bolton, ON
- Full-time
Incorporate customer and service feedback to continuously improve software and machine performance
Added 10 mins ago
M
Front of House - Server
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- Full-time
…hospitality driven, team-oriented people to become a part of our service team. With many different key responsibilities a Server may have, this role is crucial in creating an outstanding…
Added 10 mins ago
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Buyer (Contract)
Husky Technologies
Bolton, ON
- Full-time
The primary focus for the CSM (Customer Service Management) Buyer position is to ensure on-time delivery of parts to the required date of the Operation teams.
Added 10 mins ago
RP
Event Assistant
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Vancouver, BC
- Full-time
…interact directly with attendees and venue partners, acting as a lead brand ambassador to deliver seamless attendee experiences. You will also assist with run-of-show logistics, inventory…
Added 10 mins ago
HT
Director, Finance (CSM)
Husky Technologies
Bolton, ON
- Full-time
The Finance Director serves as a strategic business partner to the Leadership Team in support of Husky’s Global Service Business and Customer Success Management strategy. This role provides…
Added 10 mins ago
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SOC T3 Expert
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- Full-time
Lead complex investigations and conduct deep analysis of security events focused on rapid containment, remediation, and mitigation.
Added 10 mins ago
Labour Relations Manager
Hydro One Networks Inc
Toronto, ON
…across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and…
Added 10 mins ago
Senior Manager Real Estate, Project Delivery
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Markham, ON
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Added 10 mins ago
Housekeeping Aide
Winnipeg Regional Health Authority
NB · Beausejour, NB
Under the direction of the Manager, Support Services and/or Lead Hand the Housekeeping Aide performs the assigned duties in accordance with established work schedules, policies and…
Added 10 mins ago
Housekeeping Aide
Winnipeg Regional Health Authority
Selkirk, MB
Under the direction of the Manager, Support Services and/or Lead Hand the Housekeeping Aide performs the assigned duties in accordance with established work schedules, policies and…
Added 10 mins ago
Housekeeping Aide
Winnipeg Regional Health Authority
Selkirk, MB
Under the direction of the Manager, Support Services and/or Lead Hand the Housekeeping Aide performs the assigned duties in accordance with established work schedules, policies and…
Added 56 mins ago
LC
Grocery Department Manager
Loblaw Companies Limited
Lloydminster, AB
- Full-time
Train and develop department associates in customer service, product knowledge, and merchandising
Added 1 hour ago
GG
Food & Beverage Manager - Lora Bay
Great Gulf
The Blue Mountains, ON
- Full-time
…and guests, with overall responsibility for Front of House service across breakfast, lunch, dinner, the bar, and special event and conference services. Working closely with our Head Chef…
Added 1 hour ago
F
Chief Revenue Officer (CRO) & Co-founder - AI for Small Law Firms
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Canada
- Full-time
The customer thesis has been validated through live pilots, and multiple deployments are moving into production evaluation. The next phase is proving in-production reliability, delivery…
Added 1 hour ago
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Registered Practical Nurse - Cardiology/Telemetry
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Brantford, ON
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Registered Practical Nurse - Integrated Stroke Unit
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- Full-time
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Added 1 hour ago
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- Full-time
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Added 1 hour ago
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Registered Practical Nurse - Cardiology/Telemetry
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Added 2 hours ago
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Pharmacist, Hourly Part Time Flexible Shifts Greenlight Requisition
Shoppers Drug Mart
Ottawa, ON
- Part-time
Commitment to providing exceptional customer service
Added 2 hours ago
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Associate Manager - Community Team (Assassin's Creed)
Ubisoft
Montreal, QC
- Full-time
Support the Portfolio Lead in the daily management and operations of the Community team on an assigned portfolio of games. Provide recommendations on process and performance improvements,…
Added 2 hours ago
U
Owen Sound Driver Helper
UPS
Owen Sound, ON
- Part-time
…deliveries and pick-ups of UPS packages at UPS drop boxes and customer locations in and around Owen Sound Area. This role involves performing physical work in a fast-paced environment…

NOBL Wheels

Customer Service Lead

Cumberland, BC, V0R 1S0, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Experience: Proven Leadership: 3+ years of experience leading, supervising, or mentoring a customer service, technical support, or inside sales team in a product-based or e-commerce business.
Posting language: English
Posted: Oct 29, 2026

Original job description

Customer Service Lead

At NOBL Wheels, we don’t just build wheelsets; we live and breathe the ride. Based in Cumberland, BC, we’re part of a thriving mountain bike community, and we bring that same passion, performance, and resilience into everything we do.

Like our wheels, we believe customer service should be fast, reliable, and built to handle anything the terrain throws at us. We are already known for exceptional customer service, but we are always striving to raise the bar. We believe the future of customer experience isn't replacing humans with machines - it’s leveraging smart technology and AI to handle routine administrative drag, so our team has more bandwidth to do what they do best: connect with riders, solve complex technical challenges, and talk bikes.

We are seeking a Customer Service Lead with strong operational execution, people-first leadership, and a modern systems mindset. You will guide our customer service function by supervising our representatives, handling escalated cases, and managing our most vital key accounts, while actively helping us identify, pilot, and implement AI tools that modernize our day-to-day workflow. If you love coaching people, building efficient systems, and turning manual friction into smooth operations, this role is for you. When applying, please include a cover letter outlining why you think you are the right person for this role. Applications without a cover letter will not be reviewed.

What You’ll Own

Team Leadership & Development: Supervise, mentor, and coach our customer service representatives, fostering accountability, technical product confidence, and a culture of continuous learning.
Escalations & Rider Advocacy: Step in to expertly handle complex customer service escalations and technical warranty resolutions with empathy, speed, and sound judgment.
Key Account Management: Maintain high-touch service and strong relationships for our critical accounts.
Modernizing Systems & AI Integration: Partner with operations to identify repetitive manual bottlenecks (e.g., routine shipping queries, basic spec lookups, warranty intake) and champion practical AI tools and workflow automations (within Freshdesk, CRM, and Odoo) to streamline ticket resolution.
Knowledge Architecture: Build and maintain structured internal documentation, macro libraries, and knowledge bases - ensuring both our human team and emerging AI support tools have accurate, up-to-date technical data.
Process Optimization & Continuous Feedback: Establish simple feedback loops with the frontline team to continuously uncover administrative pain points and refine automated routing, response templates, and ERP handoffs.
Cross-Functional Collaboration: Align closely with sales, assembly, and warehouse operations to ensure smooth order flow, accurate inventory communication, and scalable business growth.

What You Bring

Proven Leadership: 3+ years of experience leading, supervising, or mentoring a customer service, technical support, or inside sales team in a product-based or e-commerce business.
Practical Tech & AI Literacy: A forward-thinking, curious mindset with practical experience (or strong fluency) in leveraging modern productivity and AI tools (e.g., generative AI for documentation/drafting, automated helpdesk triage, or workflow rules) to reduce repetitive tasks.
Systems & ERP Fluency: Strong proficiency with ERP systems (hands-on experience with Odoo is a strong asset) and customer support platforms (such as Freshdesk, Zendesk, or similar CRMs).
Technical Bike Knowledge (or Eagerness to Learn): Familiarity with mountain bikes, wheelset components, or the cycling industry is a major advantage; an authentic appreciation for outdoor recreation and technical products is essential.
High Operational Discipline: Exceptional prioritization skills, comfortable managing a fast-paced queue, knowing when to delegate, and holding both yourself and the team accountable.
Rider-First Communication: Clear, grounded, and empathetic written and verbal communication skills across both retail riders and wholesale business partners.

Benefits

Health spending account
Paid time off
Wellness program
Generous store & industry gear discounts
Casual dress & friendly environment
Company rides and events

Position Details

Job Type: Full-time, Permanent
Schedule: 8-hour shift, Monday to Friday
Work Location: In person at our Cumberland, BC office.

Our Core Values

Passion – Work With Purpose
Detail – Sweat the Small Stuff
Fun – Through Work & Play
Teamwork – Build Momentum Together
Grit – Persistence, Resilience, and Strength of Character

If this role sounds like your kind of terrain, please submit a resume and a cover letter outlining your leadership style and an example of how you’ve used technology or process improvements to make a support team more efficient. Applications without a cover letter will not be reviewed.

Apply About employer

More about this job

Responsibilities

The Customer Service Lead will supervise and mentor the support team while managing escalated cases and key accounts. They will also partner with operations to implement AI tools and workflow automations to improve efficiency and modernize the customer experience.

Requirements

Candidates must have at least 3 years of experience leading customer service or technical support teams in a product-based business. Proficiency in ERP systems, CRM platforms, and a forward-thinking approach to AI and process improvement are essential.

Skills

Team leadership
Customer service
Technical support
Operational execution
AI integration
Workflow automation
ERP systems
Odoo
Freshdesk
Zendesk
CRM
Warranty resolution
Account management
Process optimization
Technical writing
Mountain biking knowledge

Benefits

Health spending account
Paid time off
Wellness program
Store discounts
Industry gear discounts
Casual dress
Company rides and events

Visa sponsorship

Not detected in the job text

Keywords

Customer Service Lead
Team Leadership
Operational Execution
AI Tools
Workflow Automation
Freshdesk
Odoo
CRM
Warranty Resolution
Account Management
Process Optimization
ERP Systems
Technical Support
E-commerce
Mountain Bikes
Knowledge Architecture
Documentation
Mentoring
Productivity Tools
Generative AI
Inventory Management
Cross-functional Collaboration
Rider Advocacy
Cycling Industry
Performance
Resilience
Operational Discipline
Data Analysis
Administrative Efficiency
Technical Data

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