Customer Support Specialist

Company Description ENROUTE.RUN is North America’s destination for high-performance running apparel, offering carefully curated global brands trusted by performance-driven athletes. The company goes beyond retail by providing advanced performance and health services, including VO₂ max testing, lactate testing, sweat analysis, and metabolic testing. These services give both experienced athletes and everyday runners actionable insights and personalized guidance to improve health and performance. With community at its core, ENROUTE.RUN serves as a place where people come together to challenge themselves, learn, and connect through running. The team is driven by the belief that running is a way to live better, not just move more.

Role Description This is a contract, on-site Customer Support Specialist role based in Richmond, BC. The Customer Support Specialist will be the first point of contact for customers in-store, by phone, and through digital channels, answering questions about products, services, and performance testing offerings. Responsibilities include resolving customer inquiries, providing basic technical support for booking systems or digital tools, and escalating complex issues when needed. The role involves guiding customers through the testing and appointment process, explaining services clearly, and ensuring a smooth, positive experience before, during, and after visits. The specialist will also document customer interactions, gather feedback, and collaborate with teammates to improve customer satisfaction and operational efficiency.

Qualifications

• Strong customer-facing abilities, including Customer Support and Customer Satisfaction skills to ensure a positive experience throughout the customer journey.
• Excellent Interpersonal Skills, with the ability to communicate clearly, listen actively, and build rapport with individuals of varied backgrounds and fitness levels.
• Basic Technical Support capabilities, including comfort with booking platforms, point-of-sale systems, and troubleshooting common user issues.
• Analytical Skills to understand customer needs, identify patterns in feedback, and contribute ideas to improve processes and service quality.
• Previous experience in retail, hospitality, customer service, or a similar client-facing environment.
• Interest in running, fitness, or health and performance, with a willingness to learn about ENROUTE.RUN products and testing services.
• Ability to work on-site in Richmond, BC, including evenings and weekends as needed.
• Reliable, organized, and proactive, with the capacity to handle multiple inquiries and tasks in a fast-paced setting.