Service Support Coordinator
Role: Service Support Coordinator
Location: North Bend, WA
Job Summary:
At The Line Experience, we believe bikes should be fun, accessible, and ready for adventure. As the Service Support Coordinator, you will be the welcoming face of our service department—helping riders understand their bike’s needs, ensuring clear and accurate work orders, and keeping service operations running smoothly. You will be a key part of the service team, translating rider concerns into precise repair instructions and making sure every guest leaves feeling confident and excited to ride.
This role is the central touch point for the service department. Working closely with mechanics and the Service Manager, the Service Support Coordinator will handle customer intake, diagnostics, service scheduling, and communication. They will help riders with everything from routine maintenance and repairs to upgrades and custom work, guiding them through options and ensuring their bike is dialed for their needs.
Responsibilities:
Greet customers promptly and warmly, both in person and over the phone.
Responsible for follow-up communication regarding customer inquiries via email, text, & voicemail in a timely manner
Listen actively to understand customers’ needs, concerns, and riding goals.
Explain service options, timelines, and costs clearly and professionally.
Create accurate, detailed work orders in point-of-sale/service systems.
Communicate service schedules to customers, follow up on changes/updates with customers, and confirm customer authorizations.
Maintain accurate customer and service records.
Help maintain a clean, safe, and organized service area.
Process payments and close service tickets.
Help maintain a clean, safe, and organized service area.
Process payments and close service tickets.
Qualifications:
Bike mechanic skills and knowledge of bicycle components and repair terminology including basic repair and mechanical skills.
Minimum 2 years of retail or customer service experience required.
At least 1 year of service department OR bicycle industry experience preferred.
Strong knowledge of bikes, components, and common maintenance/repair needs.
Excellent communication and interpersonal skills—able to listen, explain, and guide customers clearly.
Detail-oriented with strong organizational and multitasking abilities.
Comfortable using point-of-sale or service ticketing systems (training provided).
Team-oriented mindset with a passion for cycling and delivering outstanding rider experiences.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ability to stand for extended periods (up to 4 hours at a time)
Lift up to 50 lbs (e-bikes, boxes etc)
Bend, knee, and reach while handling bicycles and equipment
Ability to ride bicycles.
Work indoor and outdoors in all seasons.
The statements listed above are intended to describe the general nature of the work being performed. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position.
What We Offer
A rider-focused culture built around fun, adventure, and access to cycling.
Opportunities for growth and technical training.
Collaborative team environment with mechanics, advisors, and shop staff.
Discounts on gear, bikes, and service.
The chance to help riders get the most out of their bikes
Benefits: The Line offers a competitive salary, health, dental, and vision insurance, paid time off and holidays, 401k, employee discounts on rental bikes and retail products, and opportunities for advancement and professional growth.
Hourly – Starting at $21-25/hour depending on experience.
Join our team at The Line Experience and be a part of bringing mountain and gravel biking to everyone!