Customer Service & Social Engagement Lead

Responsibilities

• Assist consumers with all lifecycle needs for digital subscriptions, including account creation, billing inquiries, subscription modifications, and cancellations; use negotiation skills and empathy to retain customers whenever possible.
• Provide technical assistance for playback, login, or app-related issues across web and mobile platforms; troubleshoot and resolve friction points.
• Respond to all support requests via Intercom or to onlinesupport@barre3.com.
• Handle all B3 shop retail product inquiries to retail@barre3.com, including order placement, shipping tracking, and returns processing via Shopify.
• Proactively manage and update the Intercom Help Center and FAQ articles; refine content based on incoming ticket trends to prevent user questions before they arise.
• Manage the day-to-day social content calendar and scheduling across Instagram, TikTok, and YouTube; adapt brand-provided content to each platform’s format and best practices.
• Surface content ideas and performance insights to the brand creative team to help shape channel strategy over time.
• 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.
• Act as the central concierge for the broader barre3 organization; triage general inquiries and route franchise-specific questions (studio schedules, local pricing) to relevant local studio owners and managers.
• Document recurring customer issues and bugs; provide structured feedback to the Digital Product Manager and Director to ensure the technology team addresses root causes of user pain points.
• Maintain a deep understanding of the barre3 class format to provide workout modifications and answer fitness-related inquiries; stay up-to-date by taking classes regularly.
• 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.

Requirements

• 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.
• Primary residence must be in one of the following states: CA, DC, FL, IL, MA, MI, NC, NJ, NY, NV, OH, OR, PA, TN, TX, or WA.

Skills

• 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.

KPIs

• Customer Satisfaction Score (CSAT) or Net Promoter Score (NPS): 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: Measure the effectiveness of "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): Measure the speed and efficiency in resolving issues related to "Subscription Management," "Technical Troubleshooting," and "appropriately fielding calls."
• Social Media Engagement Rate and Response Time: Measure performance in monitoring, engaging with the community, and providing "frontline support" and "Brand Ambassadorship" on social channels.

Benefits

• 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.
• Free unlimited access to barre3 online and Portland barre3 classes.