Customer Support Specialist

ENROUTE is a cycling and run retailer with a growing presence in both retail and e-commerce. We focus on high-performance cycling and running apparel, components, and equipment serving riders and runners across the globe.

The Customer Support Specialist is a key point of contact for our customers across all channels, including email, online store inquiries, and warranty requests. This role is responsible for delivering attentive, knowledgeable service, resolving customer issues efficiently, and ensuring every interaction reflects clarity and professionalism. You will support customers navigating product selection, fit, compatibility, and order logistics.

• Reports to:
  General Manager
• Location:
  Vancouver, B.C.
• Compensation: $21–$25 per hour
• Employment Type:
  Full-time
• Eligibility:
  Authorized to work in Canada

• Provide timely, accurate responses to customer inquiries across email, online channels, and occasional phone support
• Assist customers with product questions including fit, sizing, compatibility, and technical details
• Support both pre-purchase guidance and post-purchase service
• Process warranty claims with brand partners and vendors, including gathering proof of purchase, photos, and product details

• Manage online order inquiries, including shipping updates, returns, and exchanges
• Coordinate with warehouse and retail teams to resolve fulfillment issues

• Develop strong understanding of our product assortment and key brands
• Provide informed recommendations based on customer needs
• Stay up to date on product updates, new arrivals, and seasonal changes

• 2+ years experience in customer service, retail, or e-commerce support
• Strong written and verbal communication skills
• High attention to detail with strong organizational skills
• Ability to multitask across multiple platforms and customer requests
• Comfortable working independently while contributing to a team environment
• Strong problem-solving mindset with a focus on resolution and follow through
• Interest in cycling, running, or technical apparel is a strong asset
• Experience with Shopify or similar e-commerce platforms
• Familiarity with cycling and running brands, gear categories, and technical apparel is a bonus

• Health benefits package
• Employee discounts
• Food & beverage perks