Customer Engagement and Support Lead

3 weeks ago


New York, New York, United States New York Pilates Full time
Job Opportunity

New York Pilates is seeking a dedicated professional to join our team as a Customer Engagement and Support Lead. This role involves providing exceptional customer support, fostering community engagement, and ensuring seamless support experiences.

The Role

This dynamic position combines customer support and community engagement, requiring a proactive and dedicated individual with excellent communication, problem-solving, and collaboration skills. Key responsibilities include:

  • Managing customer inquiries through the Intercom platform, providing timely resolutions, and leveraging automation tools for efficiency.
  • Fostering member engagement through forums and social media, driving sales through product education, and supporting event management.
  • Overseeing event requests and planning, collaborating with partners for successful execution.
  • Streamlining support processes by integrating Intercom with other tools.
  • Analyzing feedback and support metrics to guide improvements.
Requirements

To succeed in this role, candidates should possess:

  • 2+ years of experience in customer support or community management.
  • A Bachelor's degree in business or a related field (preferred).
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and a customer-centric mindset.
  • The ability to work independently and manage multiple tasks effectively.
  • Familiarity with customer support tools and community engagement platforms, with a preference for Intercom.
  • A hybrid work arrangement, with regular travel to all markets.
Compensation and Benefits

New York Pilates offers a competitive compensation package, including:

  • Hourly rate: $32.50 for full-time hourly, non-exempt positions.
  • Tuition assistance: A quarterly stipend of $500, up to $2,000 per year, for continuing education opportunities.
  • Medical and 401(k) benefits: Available with company contribution.
  • Free NYP membership: Complimentary classes and guest passes, along with 50% off NYP retail.
About New York Pilates

We're a dynamic team dedicated to delivering exceptional support and community experiences. If you're passionate about customer engagement and support, and want to join a team that's building a better experience for our members, we encourage you to apply.



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