About Biktrix

Biktrix is a Canadian e-bike company headquartered in Saskatoon. We design our own bikes and motors, assemble in Canada, and run showrooms across Western Canada. Our riders are passionate, and when something goes wrong with their order, we want them talking to someone who genuinely cares.

The Role

You'll lead our customer service team and be the person who turns frustrated customers into loyal ones. Most of what comes in is about order status, shipping timelines, and delays, not technical repairs. Your job is to triage the queue, get customers transparent and honest answers fast, and find fair, creative outcomes when their experience hasn't gone the way it should.

What You'll Do

- Triage and prioritize incoming tickets, emails, and calls so urgent and escalated issues get handled first
- Own difficult conversations: delayed orders, missed ship dates, refund and cancellation requests
- Find positive resolutions within set guidelines (credits, upgrades, accessories, rescheduling) that protect both the customer and the business
- Lead, coach, and support a small customer service team, including setting standards for tone and response times
- Work closely with our logistics, fulfillment, and showroom teams to get accurate order information




- Spot recurring problems and flag them to management before they become bigger issues
- Write clear, proactive updates to customers affected by shipping or supply delays

Who You Are

- 3+ years in customer service, with at least some experience leading or mentoring others
- Genuinely empathetic, calm under pressure, and able to stay kind with upset customers
- An excellent writer: clear, warm, and honest, never robotic
- Organized and comfortable juggling a busy queue with competing priorities
- Solution-oriented: you look for the "yes" before the "no"
- Comfortable with helpdesk software, order systems, and spreadsheets
- Interest in e-bikes or cycling is a bonus, not a requirement

Why Join Us

- Competitive salary plus [benefits / staff bike discount / other perks]
- A real voice in how a growing Canadian brand treats its customers
- Small, hands-on team where your work is seen and matters

Pay: $45,992.98-$62,000.00 per year

Benefits

- Casual dress
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Store discount
- Tuition reimbursement
- Vision care
- Wellness program

Work Location: In person

📌 Customer Experience Lead — Biktrix Electric Bikes (Saskatoon, SK)
🏢 Biktrix Electric Bikes
📍 Saskatoon