Customer Service & Social Engagement Lead

KEY JOB RESPONSIBILITIES: 

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 onlinesupport@barre3.com. 

● Retail & Commerce: Responsible for all B3 shop retail product inquiries to retail@barre3.com, 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 platform's 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. 

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

Requirements

REQUIRED QUALIFICATIONS: 

● 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