Customer Service Representative (Showroom)

Customer Experience Specialist

Aviron ( a standout Y-Combinator-backed company, transforms fitness through its innovative game-based workout equipment, pioneering the future of fitness entertainment. it's a vision to revolutionize how our community ( stays motivated. We invite you to explore our community ( and witness the impact of Aviron firsthand.
You're looking for a role that prioritizes personal and professional growth
You're not down with office politics
You want to be provided with ample support and resources (i.e. budget) to complete said work
Aviron is looking for a talented, customer-focused, detail-oriented professional to join our team as a Customer Experience Specialist . In this role, you will be the primary point of contact for our customers and a key representative of the Aviron brand. You will help customers navigate their journey with us by resolving issues, answering questions, and educating them on our connected fitness products.
This role is a great fit for someone who enjoys problem-solving, takes ownership of customer interactions from start to finish, and is excited to work in a fast-paced, growing startup environment. You enjoy learning products and software inside and out, adapt quickly to change, and are motivated by delivering a thoughtful, high-quality customer experience.
Our Customer Experience team supports customers between 9 am and 9 pm ET, six days a week. This role requires flexibility to work within that window, with the primary shift for this position being Tuesday through Saturday, 12 pm to 9 pm ET. Schedules are set in advance, and you will always have two consecutive days off each week.
Build and maintain a strong understanding of all Aviron products, support channels, and company policies and terms
Serve as the first point of contact for customer inquiries across live chat, phone, email, and social media
Resolve customer issues with empathy, clarity, and efficiency, escalating or routing technical issues to the Tech Support team when appropriate
Process orders, cancellations, returns, and verify customer account information as needed
Submit and manage shipping claims and delivery-related escalations when deliveries do not go as planned
Identify recurring customer issues, gaps, or inefficiencies and proactively share feedback to help improve support processes, tools, and the overall customer experience
Educate prospective members on Aviron hardware and software features through live video product demos
Support cross-functional and ad hoc projects as needed
1+ year of experience in a customer service, customer support, or equivalent role

• Excellent written and verbal communication skills in English
• Strong typing speed and accuracy, particularly in live chat environments
• Experience working with CRM systems
• Experience with NetSuite is an asset
• 5,000 annual education allowance to support professional development and growth
• Unlimited Essential Days for unexpected life events, separate from vacation time
• Three weeks of paid vacation to rest and recharge
• Employee Stock Ownership Plan, so everyone shares in the company's long-term success
• Annual discretionary bonus based on company performance
• A free Aviron rower, bike, or treadmill to train with our community
• Team on-sites twice a year at our Toronto office to connect, collaborate, build relationships and have fun
• 100% employer-paid benefits to support health and well-being
• A couple more things

Our customers love us because we are friendly, passionate, and always willing to go the extra mile. They are continuously impressed (even surprised) at the high-quality physical product and software experience we provide. We are very proud of the product and market we've carved out as a team/company that was until very recently mostly boot-strapped. Aviron is based in Toronto, Canada, but much of our team is remote, spanning across Canada, the U.