Customer Service & Social Engagement Lead

barre3•Portland, OR

10d•Hybrid

About The Position

This role is responsible for managing digital subscriber support, including subscription management, technical troubleshooting across web and mobile platforms, and handling retail and commerce inquiries. The position also involves proactive support through knowledge base management, social media execution and community engagement, franchise routing, and providing structured feedback to product teams. A deep understanding of barre3's workout format and brand ambassadorship through positive and empathetic communication are essential. Key performance indicators include Customer Satisfaction Score (CSAT) or Net Promoter Score (NPS), Deflection Rate / Reduction in Ticket Volume, First Contact Resolution (FCR) and First Response Time (FRT), and Social Media Engagement Rate and Response Time.

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).
Exceptional writing skills with the ability to explain complex technical or billing concepts simply and warmly.
Strong analytical skills with the ability to make quick decisions to resolve customer escalations independently.
Ability to multi-task in a fast-paced environment and pivot quickly between detailed technical tickets and high-empathy client interactions.
A self-starter who can work independently to manage the ticket queue and identify areas for Help Center improvement without constant supervision.

Nice To Haves

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

Responsibilities

Assist consumers with all lifecycle needs, including account creation, billing inquiries, subscription modifications, and cancellations, using negotiation skills and empathy to retain customers.
Provide technical assistance to clients experiencing playback, login, or app-related issues, troubleshooting across web and mobile platforms.
Respond to all support requests via Intercom or to [email protected].
Handle all B3 shop retail product inquiries, order placement, shipping tracking, and returns processing via Shopify.
Proactively manage and update the Intercom Help Center and FAQ articles, refining content based on ticket trends.
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.
Post content provided by the brand creative team to official social channels.
Monitor social media channels and engage with the community for frontline support and brand ambassadorship.
Act as the central concierge for the broader barre3 organization, triaging general inquiries and routing franchise-specific questions to the relevant local studio owners and managers.
Document recurring customer issues and bugs, providing structured feedback to the Digital Product Manager and Director.
Maintain a deep understanding of the barre3 class format to provide workout modifications and answer fitness-related inquiries.
Interact in a friendly, positive, and intentional manner via email, live chat, and phone, displaying high emotional intelligence and empathy.