Location: Canada (Remote)

Compensation: $25 - $30/hr CAD

Department: Operations

Employment Type: Part-Time - 4 hours/day, Monday to Friday (20 hrs/week), growing toward full-time

Your Mission

You track your sleep. You've got opinions about your ring or your watch, and you know which of its numbers to trust.

But you didn't stop at tracking. You've moved your bedtime, cut the late coffee, blacked out the room, tried the wind-down routines, read about circadian rhythm and light exposure, maybe experimented with magnesium and decided for yourself whether it did anything. You know the difference between something that actually works and something that's marketed well.

Now imagine spending your mornings talking to people who are exhausted, who have been trying to fix it for years, and who have finally found something that might work, and being the person who actually helps them.

That's this job. That's your mission.

The Role

Bía makes a smart sleep mask that reads your brain activity and adjusts what you hear to help you fall asleep and wake up refreshed. Our current systems supports the routine questions: where's my order, how do I change my address. What reaches you is the part that needs a person. Is this actually working? Why does it feel like this on my face? Should I keep it?

This is you if

- You'd genuinely enjoy explaining why neurotechnology such as fNIRS works to help you sleep
- You're the person your friends text when they can't sleep and you'd rather give them a straight answer than an easy one
- You already read about sleep for fun
- You think in systems. When something goes wrong twice, you want to know why it happened at all,



not just how to fix it again
- 20 hours across five mornings fits your life right now and growing into a full-time role over the next year sounds good, not alarming

This isn't you if

- You want a script to follow exclusively
- Closing tickets quickly is what makes you feel good about a day. We're not a deflection desk. A real answer that takes fifteen minutes beats a fast one that doesn't help
- You want full-time hours now
- You'd find it draining to talk to tired, frustrated people all day

Responsibilities

- Answer the questions that need a human: product, comfort, sleep, results, neurofeedback, subscription
- Handle returns, warranty and RMA end to end, explained clearly to someone already frustrated
- Have the save conversation: understand why first, offer what might actually help, and never make a refund harder to get. If they want the refund, they get the refund
- Escalate the hard ones: broken on arrival, chargebacks, and occasionally someone going through something difficult
- Write the help centre so fewer people need to ask
- Get bugs to engineering complete enough that they can act without going back to the customer
- Spot patterns early: notice the question that's starting to arrive, not the one that already arrived fifty times




- Learn the product every day: half an hour, protected, every day. Sleep science, the device, what competitors do well, etc.

Qualifications

- A systems and process mind. You see how the pieces connect, you notice when a process is producing the same problem repeatedly, and you'd rather fix the cause than the symptom
- Excellent written communication. Most of this job is writing
- Comfort with product and inventory detail: order data, serial numbers, versions, stock and shipment status. You don't need to have done this professionally, but you should be someone who finds it satisfying rather than tedious
- Problem-solving under ambiguity. You'll regularly get questions nobody has answered before
- Real interest in sleep and health
- Comfortable working remotely and independently
- Customer service experience is welcome but not required. Helpdesk platform experience (Zendesk, Gorgias, Intercom, Richpanel) and Shopify are assets

What We Offer

- $25–30/hr, 20 hrs/week, growing toward full-time as we ship
- Fully remote
- Half an hour a day, paid, to learn sleep science, the product, the field
- A company where support isn't a cost centre. It's the whole relationship
- Working on something people genuinely care about

How To Apply

Go to https://getbia.com/careers and follow the straightforward, no cover letter application process on our website.

Company Status

We are a pre-order business launching this year that is picking up speed, fast. We are still in the early stages so this is your chance to get in at the actual start of a start-up.

📌 Customer Service Specialist (Canada)
🏢 Bía Neuroscience
📍 Canada