Job Title: Customer Support Specialist
Reports to: Customer Success Lead
Term: Part-Time, approximately 10 hours/week
Primary Location: Ottawa, ON (preferred), remote within Ontario considered
Compensation: $22–$25/hour, based on experience

About MyVeloFit

At MyVeloFit, we’re redefining what’s possible in bike fitting. Our AI-powered platform helps cyclists around the world improve comfort, performance, and enjoyment on the bike.

We’re a team of riders, builders, and problem-solvers who care deeply about cycling and the people who do it. We believe cycling technology should empower every rider, whether they’re chasing podiums, exploring new places, or just trying to make their weekend ride feel a little better.

The Role

We’re looking for a Customer Support Specialist to help deliver an exceptional experience to MyVeloFit riders around the world.

You’ll be a key part of our customer experience, helping riders navigate our platform, solve technical problems, and get the most out of their bike fitting and sizing experience. You’ll also play an important role in identifying common challenges, improving our support resources, and sharing customer feedback with the wider team.

We’re looking for someone who’s curious, resourceful, comfortable with technology, and genuinely enjoys helping people. You should have a strong interest in cycling and be able to communicate clearly and confidently with riders of different backgrounds and experience levels.

You don’t need to be a bike fitter, but you should be comfortable talking about bikes and eager to develop a deeper understanding of bike fitting, cycling technology, and the MyVeloFit platform.

This is a part-time role of approximately 10 hours per week, spread across five weekdays. Hours are flexible, but you’ll need to check in and respond to customer inquiries twice daily, once in the morning and once in the afternoon.

We’re based in Ottawa and would love to find someone locally who can connect with our team in person, but we’re open to remote candidates within Ontario.

What You’ll Do

• Support our riders: Respond to customer questions through email and social media, providing friendly, thoughtful, and effective support.
• Solve problems: Troubleshoot technical issues related to accounts, video uploads, browsers, devices, and the MyVeloFit platform.
• Guide customers: Help riders navigate our bike fitting and sizing tools, understand their results, and get the most out of their experience.
• Manage account inquiries: Assist with subscriptions, purchases, refunds, and other account-related questions.
• Improve the customer experience: Identify recurring questions, common issues, and opportunities to make our platform and support processes better.
• Build better resources: Help create and maintain FAQs, knowledge base articles, tutorials, and other customer support materials.
• Collaborate with the team: Escalate complex technical and bike fit questions, report bugs, and share customer feedback with our product and development teams.

What You Bring

• Experience helping customers or solving problems in a professional or volunteer setting. This could be in customer support, retail, hospitality, or another customer-facing role.
• Strong written communication skills. You can explain technical information clearly, adapt your tone to different situations, and make customers feel heard and supported.
• Good problem-solving skills and a willingness to dig into unfamiliar challenges to find answers.
• Confidence working with web-based software, technology, and digital tools.
• Attention to detail, good organization, and the ability to follow through on customer requests.
• Independence and resourcefulness. You’re comfortable managing your own work, knowing when to investigate further, and when to ask for help.
• Active involvement in road, gravel, mountain, triathlon, or other cycling disciplines.

Nice to Have

• Experience working in bicycle retail or the cycling industry.
• Experience supporting SaaS products or troubleshooting web-based applications.
• Experience with customer support platforms, ticketing systems, or knowledge base tools.

Why You’ll Love Working at MyVeloFit

• Make a difference for riders: Help cyclists around the world feel more comfortable, confident, and capable on their bikes.
• Be part of a growing company: Work with a small, collaborative team where your ideas and customer insights can directly influence our products.
• Keep learning: Develop your knowledge of bike fitting, cycling technology, and customer experience.
• Work flexibly: Enjoy flexible part-time hours and remote work opportunities.
• Cycling industry perks: Enjoy access to industry pro deals and discounts on cycling gear through our brand partners.
• Be part of cycling: Work alongside a team that loves bikes and enjoy opportunities to connect with the cycling industry.

How to Apply

Include your resume and a short note that briefly tells us:

1. What experience do you have helping customers to solve problems?
2. What role cycling plays in your life.
3. Why you’re interested in working with MyVeloFit.

We’re interested in people from different backgrounds and experiences. You don’t need to check every box to apply (other than bikes, you need to love bikes). We care most about your communication skills, curiosity, and ability to help our customers.