Head of Client Support Services

Service Manager

The Service Manager is a customer-focused leader responsible for ensuring every guest receives an exceptional service experience. This role requires a highly organized, task-oriented individual who excels at managing a fast-moving service queue while maintaining outstanding communication with customers and technicians. A minimum of 3 years of experience as a professional bicycle mechanic is required.

A successful Service Manager is detail-driven, passionate about developing team members, and committed to creating a professional, supportive, and customer-centric service environment.

Queue & Workflow Management

Maintain a clear, organized, and efficient service queue.

Assign work to technicians thoughtfully based on skill level, complexity, and workload.

Track job progress throughout the day and adjust assignments proactively to meet deadlines.

Ensure accurate and detailed notes, due dates, and technician assignments in all work orders.

Communicate shop capacity and workload expectations with sales and management teams.

Prioritize consistency, accuracy, and on-time delivery.

Customer Service & Service Advising

Greet customers warmly and guide them through their service needs.

Perform quick and precise diagnostic assessments and provide accurate estimates.

Communicate repair options, pricing, and timelines clearly and professionally.

Write service tickets with detailed notes that reflect customer expectations and technical needs.

Provide thoughtful guidance and education to customers, offering upgrades or packages when appropriate.

Ensure every customer feels heard, informed, and confident in the service experience.

Communication & Quality Control

Serve as the primary link between customers and technicians with clear, proactive communication.

Oversee smooth transitions between check-in, repair, and customer pickup.

Review all completed work to ensure accuracy, safety, and quality before releasing bikes.

Coordinate and manage warranty cases with professionalism and attention to detail.

Lead daily team huddles to reinforce goals, expectations, and service priorities.

Leadership, Coaching & Training

Mentor and support service technicians, fostering skill development and confidence.

Model professionalism, organization, and a high standard of customer care.

Maintain a clean, safe, and welcoming service environment for both customers and staff.

Assist with onboarding new service team members and training them on company processes.

Inspire a culture of continuous improvement and passion for learning.

Expectations & Performance Indicators

Queue Accuracy: Work orders are precise, organized, and completed on schedule.

Customer Satisfaction: High NPS and consistent positive feedback.

Efficiency: Strong use of technician hours and service department capacity.

Communication: Clear, timely, and proactive interactions with customers and teammates.

Professionalism: A well-maintained, organized, and customer-friendly workspace.

KPI: Experience managing key performance indicators and blending metrics with customer needs.

Compensation - 22.00-25.00 (Willing to negotiate based on experience) Benefits and Year-Round Work!

An equal opportunity employer. Hiring, promotion, transfer, compensation, benefits, discipline, termination and all other employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, age, disability, genetic information, national origin, veteran status or any other protected status. Because of our support of equal employment opportunity, discrimination on account of race, color, religion, sex, sexual orientation, gender identity, age, disability, genetic information, national origin, veteran status or any other protected status is not tolerated.

The UpTeam Consultants