Customer Service Lead

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.