E-Commerce Customer Success Specialist

About CanadaWheels & USAWheels:

CanadaWheels and USAWheels are rapidly growing automotive e-commerce companies serving customers across Canada and the United States. Headquartered in Ottawa, CanadaWheels has grown into one of Canada’s leading online destinations for automotive wheels, tires, and parts. Through USAWheels, we are expanding the same technology-driven shopping experience across the United States.

Our mission is to make shopping for automotive products easier, more reliable, and more accessible. We combine extensive product selection, vehicle-fitment technology, competitive pricing, and knowledgeable customer support to help drivers confidently find the right products for their vehicles.

As we continue to grow across North America, we are looking for an enthusiastic and customer-focused E-Commerce Customer Success Specialist to join our Ottawa team.

About The Role:

As an E-Commerce Customer Success Specialist, you will be one of the primary points of contact for CanadaWheels and USAWheels customers. You will support customers throughout their entire purchasing journey; from answering product and fitment questions to assisting with orders, shipping updates, returns, and post-purchase concerns. You will communicate with customers by phone, email, and live chat while working closely with our sales, operations, product, logistics, and accounting teams.

This position is ideal for someone who enjoys helping people, communicates confidently, remains calm under pressure, and takes pride in resolving problems accurately and professionally. An interest in cars, wheels, tires, or e-commerce is a strong asset, but a positive attitude and willingness to learn are equally important.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries through phone, email, and live chat.
• Support customers before, during, and after their purchases across both CanadaWheels and USAWheels.
• Help customers select suitable wheels, tires, and automotive products based on their vehicle information, needs, preferences, and budget.
• Provide accurate information about product availability, vehicle fitment, pricing, promotions, shipping timelines, and company policies.
• Process orders accurately and assist with order modifications, cancellations, payments, refunds, returns, exchanges, warranties, and other post-purchase requests.
• Investigate shipping delays, damaged products, missing items, incorrect shipments, and other order-related concerns while keeping customers informed.
• Handle challenging customer situations with patience, empathy, professionalism, and a solution-oriented mindset.
• Document customer conversations, order updates, feedback, and resolutions accurately within company systems.
• Coordinate with suppliers, warehouses, shipping carriers, and internal departments to resolve customer and order-related issues.
• Review invoices, credits, refunds, and order adjustments using basic mathematical skills and careful attention to detail.
• Develop strong knowledge of our products, vehicle-fitment processes, websites, and internal systems through ongoing training.
• Identify recurring customer concerns and share feedback that can help improve our website, processes, products, and overall customer experience.
• Contribute to customer satisfaction, response-time, order-accuracy, and service-quality goals.
• Support the team during busy seasonal periods and help maintain a positive, collaborative working environment.

Qualifications:

• Fluency in spoken and written English is required. Proficiency in French is considered an asset.
• Previous experience in customer service, customer success, e-commerce, retail, sales support, hospitality, or another customer-facing role.
• Strong verbal and written communication skills with a friendly and professional approach.
• Ability to listen carefully, ask the right questions, and explain information clearly.
• Confidence handling difficult conversations and resolving customer concerns calmly and fairly.
• Strong problem-solving, organizational, and time-management skills.
• Excellent attention to detail when processing orders, payments, refunds, invoices, and customer information.
• Comfortable using computers, e-commerce platforms, email, live-chat tools, and customer-management systems.
• Working knowledge of Microsoft Excel or Google Sheets.
• Ability to learn automotive products, terminology, and vehicle-fitment concepts.
• Ability to work both independently and collaboratively in a fast-paced environment.
• A high school diploma is required; a college or university diploma or degree is considered an asset.
• Experience or interest in automotive wheels, tires, parts, or online retail is considered an asset.

What Success Looks Like:

You will succeed in this position by making customers feel heard, supported, and confident in their purchases. You will provide accurate information, take ownership of customer concerns, follow through on commitments, and work collaboratively to reach fair and efficient resolutions.

What We Offer:

• Comprehensive health, dental, and wellness benefits.
• A modern office in downtown Ottawa.
• Hybrid-work flexibility following the successful completion of the probationary period and with manager approval.
• Healthy food, snacks, and coffee available in the office.
• Team activities, social events, and Happy Hours.
• Continuous learning and professional-development opportunities.
• Training and support to develop your automotive product and e-commerce knowledge.
• Opportunities to grow within expanding Canadian and U.S. e-commerce operations.
• A supportive, collaborative, and entrepreneurial team environment where ideas and initiative are valued.

Inclusion and Accessibility:

CanadaWheels and USAWheels are committed to creating an inclusive workplace where employees feel respected, valued, and supported. We welcome applications from candidates of all backgrounds, including Indigenous Peoples, members of racialized communities, people with disabilities, women, members of the LGBTQ2S+ community, and individuals with diverse identities and experiences. Accommodations are available throughout the recruitment process. Please let us know if you require accommodation so we can support your full participation.

How to Apply:

Please submit your résumé along with a brief introduction explaining why you are interested in joining CanadaWheels and USAWheels and what makes you a strong fit for a customer-facing e-commerce role.

We appreciate the interest of all applicants. Only candidates selected for the next stage of the recruitment process will be contacted.