Customer Support + Community Engagement Lead

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.