Jr. Community Engagement Specialist

Why Vagaro?

At Vagaro, we believe in fostering a collaborative and inclusive work environment where every team member can thrive. Our culture is built on innovation, continuous learning, and a passion for making a positive impact. We support our employees' growth and vision for themselves, offering opportunities for professional development and career advancement. Join us and be part of a team that values creativity, teamwork, and a commitment to excellence.

Plus, we know how to have fun while getting the job done!

The Jr. Community Engagement Specialist is the voice and pulse of Vagaro’s online community. This role goes beyond replying to comments; it’s about shaping perception, fostering trust, and ensuring that every customer, whether happy or frustrated, feels heard and supported.

You’ll engage with customers across our social platforms, review sites, and support forums, while also representing Vagaro in‑person at training events and conferences. The right person is proactive, empathetic, and strategic — someone who thrives on connection, communication, and continuous improvement.

This is a full‑time onsite position based in Pleasanton, CA.

• Base Salary: $65,000 – $70,000
• Bonus: Annual, Up to 10%

• Community Management
  • Monitor and respond to comments, posts, and messages across Vagaro’s community channels, social media, and review platforms within 24 business hours.
  • Engage with customers who leave negative or neutral feedback, both within the software and on public platforms (App Store, Google Play, Facebook, etc.).
    • When contact information is available, reach out directly to resolve concerns, de‑escalate issues, and work toward positive outcomes.
    • Document patterns, escalations, and outcomes for internal visibility.
  • Maintain an empathetic, professional, and solutions‑focused tone — even in challenging conversations.
  • Proactively guide community tone by posting conversation starters, success stories, and helpful resources.
• Customer Relations & Escalation Handling
  • Serve as the first point of contact for customer feedback‑related escalations, collaborating with Support, Customer Success, and Product teams to address concerns.
  • Demonstrate strong emotional intelligence and active listening when communicating with upset or frustrated users.
  • Follow escalation protocols and ensure timely updates and resolutions are communicated internally and externally.
  • Turn negative experiences into opportunities for relationship‑building and service recovery.
• Community Events & Representation
  • Represent Vagaro at training events, trade shows, webinars, and our annual Iconic Conference, engaging directly with customers and showcasing Vagaro’s culture.
  • Support the Training and Marketing teams with live coverage, community recaps, and engagement during these events.
  • Maintain professionalism, approachability, and enthusiasm when interacting with the public and representing the brand.
• Analytics & Reporting
  • Track engagement and sentiment across all platforms.
  • Provide weekly summaries of community activity, customer feedback themes, and response performance.
  • Share monthly reports with insights and recommendations to improve customer experience, tone, and satisfaction.
• Cross‑Functional Collaboration
  • Work with the Technical Writing and Product Design teams to communicate new features and updates to the community.
  • Partner with Marketing, Support, and Customer Success to align messaging and community initiatives.
  • Advocate internally for the voice of the customer — surfacing trends, concerns, and opportunities to improve the product and experience.
• Professional Standards
  • Maintain consistency in attendance, communication, and execution.
  • Uphold Vagaro’s tone of voice: empathetic, conversational, knowledgeable, and approachable.
  • Demonstrate composure and tact under pressure when addressing sensitive or high‑visibility issues.
  • Other duties as assigned.

• Response Time: 95% of community posts and feedback inquiries responded to within 24 business hours.
• Feedback Recovery Rate:
  Track number of negative reviews turned neutral or positive after engagement.
• Proactive Engagement:
  Minimum…