Customer Support + Community Engagement Lead - New York Pilates

We Want You!
New York Pilates is seeking a dynamic individual contributor to join our Customer Support team. In this role you'll play a pivotal part in enhancing customer service operations through the Intercom platform. We're looking for a proactive and dedicated Customer Support Specialist who excels in communication, problem-solving, and collaboration. Your mission will be to manage customer inquiries, support community engagement, and ensure a seamless support experience. If you're passionate about providing exceptional support and fostering community engagement, this is the perfect opportunity for you!

The Role

• Customer Support: Serve as the primary point of contact and handle inquiries via Intercom, providing timely resolutions and utilizing tools for automation and feedback.
• Community Engagement: Foster member engagement through forums and social media, and drive sales through product education. 
• Event Management: Oversee event requests and planning, collaborating with partners for successful execution.
• Operational Efficiency: Streamline support processes by integrating Intercom with other tools.
• Reporting: Analyze feedback and support metrics to guide improvements.

Requirements

• 2 years proven experience in customer support or community management.
• Bachelor’s degree in business or related field, preferred.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Ability to work independently and manage multiple tasks effectively.
• Familiarity with customer support tools and community engagement platforms, Intercom preferred.
• Hybrid NYP studios and remote work (travel to all markets required)

Bonus Points!

• Love for Pilates and group fitness classes.
• Demonstrated history of co-collaborating with teams.
• Experience with using and building out a digital platform.

The Offer

We are building an A team with talented individuals. And we are here to help you along the way! Here are some of the great perks you get working with us!

Competitive Compensation

Things we take into account when calculating the compensation are global averages per skillset, your local cost of living, your skills, and your experience. This role will be $32.50/hr for full-time hourly, non-exempt option.
 

PTO 

Our teams work hard, and we never want burnout to happen! So we are here to create a balanced environment.

Tuition Assistance

We love to keep knowledge at the top of our minds, and want our employees to be empowered to learn! So we offer a quarterly stipend that can be used towards Continuing Education 

• $500 per quarter, up to $2,000/year. Can be used for internal Continuing Education opportunities only. You have 24 months post accrual to use this reward.

Medical & 401k

Available with company contribution

Free NYP Membership ⚡

Our workouts are amazing and we want you to be a part of the community at NYP. Which means taking classes! As an NYP team member, you will receive 12 complimentary NYP classes/month & 8 NYP guest passes/month (get to work out with friends)! Plus 50% off NYP Retail. 

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