At Northern Fitness, we believe that everyone deserves access to quality fitness solutions. As one of Canada’s fastest-growing fitness equipment providers, we help individuals and organizations build stronger, healthier lifestyles—one product and one experience at a time. From our expert-curated gear to our passionate team, we’re committed to supporting our customers through every step of their fitness journey.

WHY YOU’LL LOVE THIS ROLE

If you’re a people-first problem solver who thrives on delivering exceptional customer service, this is your chance to be a key player in a fast-growing, mission-driven company. As a Bilingual Customer Support Specialist, you’re often the first point of contact—and the most important voice—for our customers.
You’ll handle inquiries across multiple channels (chat, email, and phone), guiding customers through everything from product questions to order resolutions. Armed with the right tools and support, you’ll play a vital role in ensuring every interaction reflects the Northern Fitness brand: knowledgeable, trustworthy, and committed to a world-class experience.

WHAT YOU’LL BE DOING

• Respond with Purpose: Handle incoming tickets and chats through Gorgias, resolving issues with professionalism and empathy.
• Pick Up the Phone with a Smile: Answer calls and voicemails, making every customer feel heard and supported.
• Dig Into Details: Investigate order statuses and fulfillment concerns, escalating as needed to ensure customers receive their orders on time.
• Be the Product Expert: Offer accurate product info including specifications, availability, and warranty support. Escalate complex product questions to technicians when necessary.
• Manage Order Changes: Process cancellations, changes, or refunds, always working toward positive outcomes that benefit both the customer and the business.
• Track and Trace: Help customers resolve shipment issues by coordinating tracing and claims with shipping partners.