Customer Service & Social Engagement Lead

POSITION SUMMARY:

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 socially—planning and developing channel-specific tactics across Instagram, Tik Tok, and You Tube 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

• 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

• 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, Tik Tok, and You Tube, 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

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

• 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

• 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…