Community Manager

About Pilates Social Club (PSC): Pilates Social Club (PSC) is an international reformer Pilates brand operating across 3 countries with 7 studios — and growing. We are known for our warm, inclusive, and community-focused culture, creating a calm and welcoming space where members can find strength, balance, and connection through movement. We are expanding to New York in September 2026 and are building a global customer service team to support both our Geneva and New York studios.

Role Overview: We are looking for a proactive, reliable, and empathetic Community Manager / Customer Service Team Manager to join our growing remote team. You will be one of two Customer Team Managers responsible for covering both our Geneva and New York locations, ensuring members always receive a prompt, warm, and professional response. This is a hands-on role where excellent communication, strong organisation, and a genuine passion for member experience are essential.

Key Responsibilities:

• Respond to all member queries via email, chat, and social media within a 30-minute response window during your assigned working hours — escalating where needed.
• Manage and monitor PSC's communication channels across all platforms, ensuring timely follow-ups and resolution of member requests.
• Support class scheduling, cancellations, credit reimbursements, and membership queries with accuracy and care.
• Draft and send member communications in PSC's tone of voice — warm, professional, and empathetic.
• Coordinate with the operations and instructor teams to ensure smooth studio and member experiences across Geneva and New York.
• Handle up to 2 hours of additional ad-hoc tasks per day beyond core customer support (e.g., admin, reporting, content coordination).
• Assist with community engagement initiatives such as newsletters, social media content, and special campaigns.
• Identify recurring member concerns and proactively suggest improvements to enhance the member journey.
• Document all processes, workflows, and improvement areas so the global team and AI agents can benefit from shared learnings.

Working Hours:

This role requires availability during assigned shift hours to ensure coverage across both Geneva (CET) and New York (ET) time zones. Specific shift details will be confirmed based on your location and team scheduling. You must be online and responsive throughout your shift.

Requirements:

• Proven experience as a Community Manager, Customer Service Representative, or similar client-facing role — preferably in wellness, fitness, or hospitality.
• Strong written and verbal communication skills in English (French is an asset).
• Experience working remotely, with the ability to stay organised and highly responsive across multiple communication platforms.
• Excellent problem-solving skills and a calm, empathetic demeanour — especially when handling complaints or sensitive member situations.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Self-motivated and reliable, with a demonstrated ability to work independently and meet response time expectations without close supervision.
• Familiarity with digital communication and booking tools (e.g., Wix, Mindbody, or similar) is a plus.
• Availability to work 6 days a week, including weekends.

What We Offer:

• A supportive and positive team culture rooted in wellbeing.
• Fully remote position with flexible scheduling, connected to our Geneva and New York studio teams.
• Growth opportunities within a fast-expanding international brand.
• Competitive compensation based on experience and location.

How to Apply: Please send your CV and a short cover letter tolisa@pilatesocialclub, with "Community Manager – PSC" in the subject line.

Pay: Up to R14 000,00 per month

Work Location: Remote