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NOBL Wheels

Customer Service Lead

Cumberland, BC, V0R 1S0, Canada

Full-time

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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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