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Why Vagaro? At Vagaro, we believe in fostering a collaborative and inclusive work environment where every team member can thrive. Our culture is built on innovation, continuous learning, and a passion for making a positive impact. We support our employees' growth and vision for themselves, offering opportunities for professional development and career advancement. Join us and be part of a team that values creativity, teamwork, and a commitment to excellence. Plus, we know how to have fun while getting the job done!

What You'll Be Doing: The Jr. Community Engagement Specialist is the voice and pulse of Vagaro's online community. This role goes beyond replying to comments; it's about shaping perception, fostering trust, and ensuring that every customer, whether happy or frustrated, feels heard and supported.

You'll engage with customers across our social platforms, review sites, and support forums, while also representing Vagaro in-person at training events and conferences. The right person is proactive, empathetic, and strategic — someone who thrives on connection, communication, and continuous improvement.

*This is a full-time onsite position based in Pleasanton, CA.*

Compensation Details:

+ Base Salary: $65,000 - $70,000

+ Bonus: Annual, Up to 10%

Your Impact:

+ Community Management

+ Monitor and respond to comments, posts, and messages across Vagaro's community channels, social media, and review platforms within 24 business hours.

+ Engage with customers who leave negative or neutral feedback, both within the software and on public platforms (App Store, Google Play, Facebook, etc.).

+ When contact information is available, reach out directly to resolve concerns, de-escalate issues, and work toward positive outcomes.

+ Document patterns, escalations, and outcomes for internal visibility.

+ Maintain an empathetic, professional, and solutions-focused tone — even in challenging conversations.

+ Proactively guide community tone by posting conversation starters, success stories, and helpful resources.

+ Customer Relations & Escalation Handling

+ Serve as the first point of contact for customer feedback-related escalations, collaborating with Support, Customer Success, and Product teams to address concerns.

+ Demonstrate strong emotional intelligence and active listening when communicating with upset or frustrated users.

+ Follow escalation protocols and ensure timely updates and resolutions are communicated internally and externally.

+ Turn negative experiences into opportunities for relationship-building and service recovery.

+ Community Events & Representation

+ Represent Vagaro at training events, trade shows, webinars, and our annual Iconic Conference, engaging directly with customers and showcasing Vagaro's culture.

+ Support the Training and Marketing teams with live coverage, community recaps, and engagement during these events.

+ Maintain professionalism, approachability, and enthusiasm when interacting with the public and representing the brand.

+ Analytics & Reporting

+ Track engagement and sentiment across all platforms.

+ Provide weekly summaries of community activity, customer feedback themes, and response performance.

+ Share monthly reports with insights and recommendations to improve customer experience, tone, and satisfaction.

+ Cross-Functional Collaboration

+ Work with the Technical Writing and Product Design teams to communicate new features and updates to the community.

+ Partner with Marketing, Support, and Customer Success to align messaging and community initiatives.

+ Advocate internally for the voice of the customer — surfacing trends, concerns, and opportunities to improve the product and experience.

+ Professional Standards

+ Maintain consistency in attendance, communication, and execution.

+ Uphold Vagaro's tone of voice: empathetic, conversational, knowledgeable, and approachable.

+ Demonstrate composure and tact under pressure when addressing sensitive or high-visibility issues.

+ Other duties as assigned.

Key Performance Indicators (KPIs):

+ Response Time: 95% of community posts and feedback inquiries responded to within 24 business hours.

+ Feedback Recovery Rate: Track number of negative reviews turned neutral or positive after engagement.

+ Proactive Engagement: Minimum of 2–3 community-driven posts per week (feature highlights, tips, or success stories).

+ Event Support: Positive engagement and participation feedback from events and conferences.

+ Reporting Accuracy: Weekly and monthly reports delivered on time with actionable insights.

What You Bring:

+ Degree in Communications, Marketing, or related field — or equivalent professional experience.

+ 2+ years in community management, social engagement, or customer relations for a brand or SaaS company.

+ Proven experience handling customer escalations or service recovery scenarios online or in-person.

+ Strong writing, communication, and conflict resolution skills.

+ Confident and personable when representing a brand at live events.

+ Proficient in social media platforms (Facebook, Instagram, LinkedIn, YouTube, etc.) and analytics tools.

+ Strong organizational and time management skills.

+ Passion for the Beauty, Wellness, and Fitness industry is a plus.

Joining Vagaro offers you an exciting opportunity to be part of a growing and innovative company that is revolutionizing beauty, wellness, and fitness software. As a Community Engagement Specialist, you will have the chance to shape Vagaro's success and make a significant impact on the success of our customers.

If you are driven, ambitious, and passionate about customer success, we invite you to apply for this position. Please submit your resume outlining your relevant experience and why you believe you would be a great fit for the role.

Why You'll Love Working Here:

+ Attractive Compensation & Performance Bonuses: Enjoy a competitive salary paired with performance-based bonuses

+ Generous PTO: 15 accrued days, plus 10 company holidays annually.

+ Health & Wellness: Comprehensive healthcare, dental, and vision plans for you and your family.

+ Exclusive Perks: Discounts on attractions, theme parks, shows, sports events, movies, hotels, and more through TicketsAtWork.

+ Beauty Perks: $30/month reimbursement for any Vagaro service, including health, beauty, or wellness treatments.

+ Food Perks: $50 monthly stipend for our onsite microkitchen and a complimentary DoorDash DashPass subscription.

+ Growth Opportunities: College Assistance Reimbursement, access to EAP & Work/Life Programs, and a LinkedIn Learning account to master new skills.

+ Financial Security: 401k program with 4% matching and optional life/supplemental insurance.

+ Stay Active: Access to our on-site gym, flavored water dispenser, and basketball court to keep you fit and energized!

Equal Opportunity Employer:

Vagaro is proud to be an Equal Employment Opportunity and affirmative action employer. We foster an inclusive environment where individuals are evaluated without discrimination based on gender, race, ethnicity, age, disability, religion, sexual orientation, gender identity, veteran status, or any other characteristics protected by law.

Privacy Policy:

Your privacy matters! At Vagaro, we are committed to protecting your personal information. Before proceeding with your application, please review our Employee and Applicant Privacy Notice here (https://www.vagaro.com/pro/vagaro-employee-and-applicant-privacy-notice). By submitting your application, you acknowledge that you have read and understood our Privacy Notice, which outlines how we collect, use, disclose, and protect your information during the recruitment and employment process.

Vagaro is an E-Verify employer. Learn more at www.e-verify.gov (https://www.e-verify.gov/)

Learn More About Vagaro:

Visit us at vagaro.com/pro (https://www.vagaro.com/pro) and vagaro.com (https://www.vagaro.com/) to learn more.