Customer Service & Social Engagement Lead

The Customer Service & Social Engagement Lead serves as the frontline voice of the barre3 brand and the primary guardian of the client experience. Reporting to the Senior Manager of Digital Experience and Technology this role is responsible for delivering best-in-class support for barre3 online subscribers while acting as the central traffic controller for general studio franchise inquiries.

Beyond reactive problem solving this role takes ownership of proactive support by managing the Intercom FAQ and Help Center. You will analyze user questions to improve self-service resources ensuring clients get answers faster while reducing overall ticket volume. You are the human connection in our digital ecosystem balancing empathy with technical problem-solving to drive retention and growth. This role also shapes how barre3 shows up sociallyplanning and developing channel-specific tactics across Instagram TikTok and YouTube to grow the brand and deepen community.

* Primary residence must be in the following states: CA DC FL IL MA MI NC NJ NY NV OH OR PA TN TX & WA

Digital Subscriber Support

Subscription Management: Assist consumers with all lifecycle needs including account creation billing inquiries subscription modifications and cancellations. Use negotiation skills and empathy to retain customers whenever possible.

Technical Troubleshooting: Provide technical assistance to clients experiencing playback login or app-related issues. Troubleshoot across web and mobile platforms to resolve friction points. Respond to all support requests via Intercom or to

Retail & Commerce: Responsible for all B3 shop retail product inquiries to order placement shipping tracking and returns processing via shopify.

Proactive Support Content & Planning

Knowledge Base Ownership: Proactively manage and update the Intercom Help Center and FAQ articles. continually refine content based on incoming ticket trends to prevent user questions before they arise.

Social Media Execution & Community: Manage the day-to-day social content calendar and scheduling across Instagram TikTok and YouTube adapting brand-provided content to each platforms format and best practices. Surface content ideas and performance insights to the brand creative team to help shape channel strategy over time.

Social Media Content & Engagement: Post content provided by the brand creative team to official social channels. Monitor social media channels and engage with the community to provide frontline support and brand

ambassadorship.

Franchise Routing: Act as the central concierge for the broader barre3 organization. Triaging general inquiries and routing franchise-specific

questions (studio schedules local pricing) to the relevant local studio owners and managers.

Feedback Loop: Document recurring customer issues and bugs. Provide structured feedback to the Digital Product Manager and Director to ensure the technology team is fixing the root cause of user pain points.

Client Experience & Product Knowledge

Workout Expertise: Maintain a deep understanding of the barre3 class format to provide workout modifications and answer fitness-related inquiries.

Maintain this knowledge by taking classes regularly to ensure you are up to date on the product.

Brand Ambassadorship: Interact in a friendly positive and intentional manner via email live chat and phone. Display high emotional intelligence and empathy while maintaining firm boundaries regarding company policy.

KPIs

Customer Satisfaction Score (CSAT) or Net Promoter Score (NPS): To measure the quality of support delivered across all channels (digital and phone) as the frontline voice responsible for exceptional service levels.

Deflection Rate / Reduction in Ticket Volume: To measure the effectiveness of the Proactive Support & Content Management by managing and updating the Intercom Help Center and using data to reduce overall ticket volume.

First Contact Resolution (FCR) and First Response Time (FRT): To measure the speed and efficiency in resolving issues related to Subscription Management and Technical Troubleshooting and appropriately fielding calls.

Social Media Engagement Rate and Response Time: To measure performance in monitoring engaging with the community and providing frontline

support and Brand Ambassadorship on social channels.

Core Value Alignment: Must embody the barre3 values: Practice Authenticity Stronger Together Love of Learning Give Generously and Make It Happen

3 years of customer service experience preferably in a SaaS digital

subscription or e-commerce environment.

Experience working with helpdesk and chat software (Intercom experience is highly preferred).

Experience with e-commerce and booking platforms (Shopify Stripe Mariana Tek) is a plus.

Skills & Competencies

Written Communication: Exceptional writing skills with the ability to explain complex technical or billing concepts simply and warmly.

Problem Solving: Strong analytical skills with the ability to make quick decisions to resolve customer escalations independently.

Adaptability: Ability to multi-task in a fast-paced environment and pivot quickly between detailed technical tickets and high-empathy client

interactions.

Self-Motivation: A self-starter who can work independently to manage the ticket queue and identify areas for Help Center improvement without

constant supervision.

Barre3 is a fitness company building communities based on body positivity and inclusivityand this starts with the workplace.

OUR COMMITMENT TO DIVERSITY EQUITY AND INCLUSION

Community is at the core of barre3 and we believe that a culture of well-being can only thrive when we collectively embrace diversity and inclusion across all races genders gender identities sexual orientations ages cultures religions abilities bodies socio-economic statuses and experiences. We acknowledge there is more we can do to create an environment in which all people are seen all voices are valued and all individuals are treated with compassion respect and dignity. We commit to do the work.

WHAT YOU GET:

• A flexible hybrid working environment including opportunities to work remotely and at the Portland Home Office
• Generous medical dental and vision plans
• Paid holidays sick and vacation time to empower a healthy work-life balance
• A competitive salary with 401k company-matching because we care about your future
• Free unlimited access to barre3 online and Portland barre3 classes