Customer Support Representative

About Bells of Steel Inc. At Bells of Steel, our mission is to make fitness and strength training approachable, affordable, and fun. We design and manufacture high-quality strength and exercise equipment for home gym owners and fitness professionals, helping people of all experience levels achieve their goals. We’re not your typical fitness equipment brand. We’re down-to-earth, a little cheeky, and focused on making fitness more rewarding and less intimidating. If you enjoy a fast-paced, no-BS environment and want to help shape the future of strength training, you’ll fit right in. Our Core Values: A.C.T. Adaptability – Raise the Bar We challenge the status quo, learn quickly, and continuously improve. We embrace change, seek better ways of working, and take initiative to drive results. Customer Centricity – Always Spot the Customer Everything we do is focused on helping our customers succeed. We lead with empathy, build trust through action, and create value for both external and internal customers. Teamwork – We Win Together We operate with honesty, transparency, trust, and respect. We collaborate openly, take shared ownership of outcomes, and succeed as a team. Role Overview Is "I'll figure it out and get it done" your personal motto? Are you passionate about fitness, a bit of a gear nerd, and the kind of person who genuinely likes sorting out problems for people? We're a rapidly growing e-commerce company selling fitness equipment across Canada and the USA, and we're looking for a knowledgeable Customer Support Representative to join our team. Whether a customer has a question about an order, a logistics hiccup, or needs a hand figuring out the right gear, you're the person who makes it right — over the phone, over email, and sometimes hands-on in the showroom. This is a highly independent role. We hire self-starters and then get out of their way — problem-solving, initiative, and ownership are the name of the game here. We're looking for someone who knows fitness equipment — either you already know Bells of Steel, or you've got a solid handle on the kind of gear we sell — and who's comfortable on the phone and in an email ticketing system. You're not afraid to roll up your sleeves and get your hands dirty when the job calls for it. This is a permanent, salaried position — stable, predictable pay so you can focus on doing right by the customer, which is exactly how we want it. What's in it for you Permanent, full-time salaried position Health spending account Every other Friday off during our non-peak season (February to October) Hybrid role with the flexibility to work from home $1,000 toward your own Bells of Steel equipment What you'll be doing Answering customer phone calls and resolving their issues Working through customer support tickets in our help desk Troubleshooting logistics problems and keeping orders on track Creating sales quotes for customers who need them Handling order returns in our warehouse Lending a hand where it's needed — pitching in around the warehouse and getting your hands dirty here and there The schedule & location This is a hybrid role based in the Calgary area. You'll work mostly remotely, but we get together for team meetings and occasional in-person workdays — and the warehouse side of the role means some on-site time — so you'll need to be local. Core hours are Monday to Friday, 8:00 AM to 4:30 PM MST — with every other Friday off. Some of the software you'll be using Gorgias ClickUp Brightpearl Xero Who you are Comfortable on the phone and confident working in an email ticketing system A self-starter and problem solver who doesn't wait to be told what to do Passionate about fitness and knowledgeable about the gear (Bells of Steel product knowledge is a big plus) Happy to roll up your sleeves — including the occasional hands-on warehouse day Genuinely excited about the values below — not just willing to nod along to them