E-Commerce Customer Success Specialist

Canada Wheels and USAWheels are rapidly growing automotive e-commerce companies serving customers across Canada and the United States. Headquartered in Ottawa, Canada Wheels has grown into one of Canada’s leading online destinations for automotive wheels, tires, and parts. Through USAWheels, we are expanding the same technology-driven shopping experience across the United States.

Our mission is to make shopping for automotive products easier, more reliable, and more accessible. We combine extensive product selection, vehicle-fitment technology, competitive pricing, and knowledgeable customer support to help drivers confidently find the right products for their vehicles.

As we continue to grow across North America, we are looking for an enthusiastic and customer-focused E-Commerce Customer Success Specialist to join our Ottawa team.

As an E-Commerce Customer Success Specialist, you will be one of the primary points of contact for Canada Wheels and USAWheels customers. You will support customers throughout their entire purchasing journey; from answering product and fitment questions to assisting with orders, shipping updates, returns, and post-purchase concerns. You will communicate with customers by phone, email, and live chat while working closely with our sales, operations, product, logistics, and accounting teams.

This position is ideal for someone who enjoys helping people, communicates confidently, remains calm under pressure, and takes pride in resolving problems accurately and professionally. An interest in cars, wheels, tires, or e-commerce is a strong asset, but a positive attitude and willingness to learn are equally important.

• Respond promptly and professionally to customer inquiries through phone, email, and live chat.
• Support customers before, during, and after their purchases across both Canada Wheels and USAWheels.
• Help customers select suitable wheels, tires, and automotive products based on their vehicle information, needs, preferences, and budget.
• Provide accurate information about product availability, vehicle fitment, pricing, promotions, shipping timelines, and company policies.
• Process orders accurately and assist with order modifications, cancellations, payments, refunds, returns, exchanges, warranties, and other post-purchase requests.
• Investigate shipping delays, damaged products, missing items, incorrect shipments, and other order-related concerns while keeping customers informed.
• Handle challenging customer situations with patience, empathy, professionalism, and a solution-oriented mindset.
• Document customer conversations, order updates, feedback, and resolutions accurately within company systems.
• Coordinate with suppliers, warehouses, shipping carriers, and internal departments to resolve customer and order-related issues.
• Review invoices, credits, refunds, and order adjustments using basic mathematical skills and careful attention to detail.
• Develop strong knowledge of our products, vehicle-fitment processes, websites, and internal systems through ongoing training.
• Identify recurring customer concerns and share feedback that can help improve our website, processes, products, and overall customer experience.
• Contribute to customer satisfaction, response-time, order-accuracy, and service-quality goals.
• Support the team during busy seasonal periods and help maintain a positive, collaborative working environment.

• Fluency in spoken and written English is required. Proficiency in French is considered an asset.
• Previous experience in customer service, customer success, e-commerce, retail, sales support, hospitality, or another customer-facing role.
• Strong verbal and written communication skills with a friendly and professional approach.
• Ability to listen carefully, ask the right questions, and explain information clearly.
• Confidence handling difficult conversations and resolving customer concerns calmly and fairly.
• Strong problem-solving, organizational, and time-management skills.
• Excellent attention to detail when processing orders, payments, refunds, invoices, and customer information.
• Comfortable using computers, e-commerce platforms, email, live-chat tools, and customer-management systems.
• Working knowledge of Microsoft Excel or Google Sheets.
• Ability to learn automotive products, terminology, and vehicle-fitment concepts.
• Ability to work both independently and collaboratively in a fast-paced environment.
• A high school diploma is required; a college or university…