ABC Fitness

• Build and own the global partner strategy and relationships with strategic ABC partners (payment processors, networks, banks, and technology partners such as Stripe, Worldpay, and Visa) • Work cross-functionally with a number of ABC teams – including Engineering, Product, Sales, Finance, Operations, Treasury, Legal and others – to negotiate contracts and pricing, build integrations, products, support deals, and drive process enhancements • Define SLAs and performance standards for our partners and drive efforts to implement and track commitments • Manage monthly and quarterly business reviews with partners • Identify capabilities and needs for ABC’s top markets and identify the partners to provide the necessary payment processing coverage to support our market expansion, new programs and solutions (including defining payment methods, technical and operational requirements) to address them • Develop and manage end-to-end project plans for new implementations, working closely with other stakeholders and partners to ensure on-time delivery • Negotiate pricing and contractual agreements and continue to analyze processing fees and charges to optimize costs to ensure ABC remains competitive • Identify, scope, and drive process improvements across your area(s) of ownership • Assist with incident resolution when needed, working closely with Engineering, Operations, Customer Success teams to drive partner communications and escalations

• Design, develop, test, and document software for existing and new products • Build, maintain, and optimize .NET backend services (ASP.NET Core, REST APIs) and related data access • Own and evolve the backend architecture for our products, including RESTful APIs and Microsoft SQL Server (schema, queries, performance) • Own API strategy: set standards for design, versioning, security, and cross-team contracts, including third-party integration surfaces • Establish and uphold team practices and guardrails for agentic-IDE development (Cursor or similar), including review standards for agent-generated code • Partner with frontend (web and mobile), product, and design to define APIs and deliver cohesive, high-quality features • Work with DevOps on builds, releases, patching, and operational readiness • Review code, handle merge requests, and help keep code quality, structure, and automation (testing, CI/CD) at a high bar • Identify bottlenecks, debug production issues, and improve reliability and performance • Provide technical estimates and communicate progress and risks clearly • Lead and coach junior and intermediate developers; raise the bar through pairing and feedback • Improve engineering practices and processes (testing, observability, release discipline) in ways that fit the team • Share ownership of production health: monitor, respond to critical incidents, and drive fixes for instability or regressions

• Own pricing and packaging architecture across plans, bundles, add-ons, usage metrics, and segment-specific offers. • Design pricing models (subscription, usage-based, tiered, value-based, etc.) that support company growth objectives across product-led and sales-led motions. • Conduct pricing analyses to identify revenue optimization opportunities and margin improvements. • Evaluate competitive pricing, market trends, and customer willingness-to-pay. • Develop pricing strategies that account for global markets, currencies, and regional dynamics, ensuring consistency while allowing for localized optimization. • Design and optimize pricing models that incorporate payments, transaction fees, and monetization of payment flows (e.g., take rates, interchange, processing fees). • Lead end-to-end pricing for existing customers and new product launches, from architecting packaging and tier logic to setting price points that drive retention, growth, and margin targets, ensuring new offerings integrate cleanly with existing bundles and tiering structures. • Partner with Sales leadership to establish pricing guardrails, discounting frameworks, and deal approval processes. • Own implementation of final tiered approval authority matrix on discounting for individual deals, ensuring pricing discipline while supporting sales velocity. • Monitor pricing performance and drive initiatives to improve ARR, deal size, and profitability. • Drive monetization strategies that optimize end-to-end revenue, including payments-related revenue streams, while balancing customer experience and conversion. • Apply AI-driven analytics and predictive modeling to optimize pricing strategies for existing and new customers, forecast revenue impact, and identify pricing opportunities across customer segments. • Use machine learning and advanced data insights to analyze customer behavior, price elasticity, and market dynamics to inform pricing decisions. • Partner with Data and Technology teams to implement AI-enabled pricing tools and automation that enhance pricing intelligence and decision-making. • Work closely with Product and Product Marketing to ensure pricing is tightly connected to product packaging and positioning. • Collaborate with Finance to forecast revenue impact of pricing changes and track pricing KPIs. • Partner with Revenue Operations to operationalize pricing models within CRM and quoting tools. • Partner with Payments, Finance, and Product teams to connect pricing with payment infrastructure, cost structures, and margin optimization across geographies. • Build pricing models and analytics to evaluate elasticity, customer segments, and pricing scenarios. • Establish dashboards and reporting to track pricing effectiveness and revenue impact. • Use data-driven insights to guide leadership in decision-making. • Analyze regional pricing performance, currency impacts, and payment-related economics to inform global pricing strategy and profitability. • Establish and lead a formal cross-functional pricing committee that reviews and approves all pricing changes, evaluates new pricing concepts, and provides consistent governance across the business. • Own pricing governance, approval frameworks, and decision rights across list pricing, discounting, and segment-specific offers. • Implement pricing policies and discount guidelines that protect margins while enabling sales execution. • Support sales enablement by developing pricing tools, training, and documentation. • Ensure pricing compliance across deals and contracts.

• Oversee administrative control and validation of LATAM sales, ensuring all information is accurate from deal closing through invoicing. • Verify customer registration data (CNPJ, CPF or LATAM equivalents), contracts, plans, prices, and commercial terms before activation. • Create, send and track contracts using tools such as ClickSign. • Monitor billing and payments for the first three months of the contract, ensuring the customer is being billed correctly. • Collaborate with the Onboarding team to monitor the initial months from a commercial perspective, ensuring alignment with the signed agreement. • Serve as a client point of contact for initial administrative and commercial matters, demonstrating tact, empathy and a customer-support mindset. • Update, issue and send invoices or payment slips (boletos), ensuring clarity and accuracy of amounts. • Perform collections in an organized, professional and respectful manner, avoiding errors or communication noise. • Ensure all sales are correctly recorded in systems (HubSpot, Tribes), with no inconsistencies. • Forward signed contracts, payment receipts and sales information to the Finance team. • Support billing processes, issuance of invoices (notas fiscais) and partner commission processes. • Monitor specific customer or partner cases related to NPS and satisfaction, escalating to responsible teams when necessary. • Provide support to LATAM customers via WhatsApp and email, offering commercial and administrative assistance. • Process cancellation requests or contract adjustments following established internal workflows.

• Lead the Team • Own the Top 50 Accounts • Build the Expansion GTM Motion • Drive Client Engagement & NPS • Shape Partnership Strategy • Operate Cross-Functionally

Bilingual Customer Support Representative Remote Ontario, Canada Vancouver, BC Full time REQ -1346 Join ABC Fitness and become part of a culture that’s as ambitious as it is authentic. Let’s transform the future of fitness—together! Our Values Best Life We believe great work begins with great people. That’s why our culture is built on respect, trust, and belonging. We create an inclusive environment where every team member can bring their authentic self to work—because diverse perspectives drive innovation and meaningful impact. Growth Mindset We are doers, thinkers, and dreamers. At ABC Fitness, your growth is our investment. Through continuous learning, mentorship, and professional development opportunities, we empower you to reach new heights—personally and professionally. One Team From day one, you’ll be part of a team that collaborates, celebrates, and cares. We move fast, support one another, and have fun along the way. Because when you thrive, we all thrive. We are seeking a bilingual Customer Support Representative to support our customers across Canada, with a strong focus on French-speaking customers, including Quebec. This role is responsible for delivering high-quality service across phone, email, and chat while contributing to overall team productivity and customer satisfaction. You will play a key role in ensuring a seamless customer experience by resolving inquiries efficiently, maintaining accurate records, and collaborating with internal teams to address more complex issues. What You’ll Do: - Manage a high volume of inbound customer interactions across phone, email, and live chat - Support clients and their members in French and English - Deliver a high-quality customer experience tailored to French-speaking customers across Canada - Research member accounts and ensure all requests align with company and client policies - Accurately document all interactions in internal systems - Meet or exceed Key Performance Indicators (KPIs) including adherence, handle time, and quality - Manage multiple tasks in a fast-paced, high-volume environment - Communicate clearly and professionally in both written and verbal interactions - Collaborate with internal teams to resolve complex or escalated issues What You’ll Need: - Bilingual in French (Quebecois) and English, both written and verbal, with the ability to confidently support customers in Quebec and other French-speaking regions of Canada - Strong communication skills and the ability to engage professionally with customers - Ability to manage multiple priorities in a fast-paced, high-volume environment - Strong attention to detail and problem-solving skills - Ability to handle difficult conversations and de-escalate customer concerns - Proficiency in Microsoft Office (Word, Excel, Outlook) and ability to learn new systems quickly - Ability to work scheduled shifts, including evenings and potential weekend or holiday coverage based on business needs - Ability to complete a structured training program and maintain consistent attendance - Reliable internet connection and a dedicated workspace suitable for remote work Nice to Have: - 1–2 years of customer service experience WHAT’S IN IT FOR YOU: - Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset - Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO! - ·Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam - Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws! - Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement - ·Medical/Dental/Vision coverage - EAP – we get you help when you need it. Period. - Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16 - And more! – so many benefits we couldn’t even fit them all here! At ABC Fitness, we don’t just build technology—we build communities and transform lives. Your work matters here, your growth is supported, and your voice is heard. We welcome diverse talent and encourage you to apply, even if you don’t meet every requirement.

• Manage a high volume of inbound customer interactions across phone, email, and live chat • Support clients and their members in French and English • Deliver a high-quality customer experience tailored to French-speaking customers across Canada • Research member accounts and ensure all requests align with company and client policies • Accurately document all interactions in internal systems • Meet or exceed Key Performance Indicators (KPIs) including adherence, handle time, and quality • Manage multiple tasks in a fast-paced, high-volume environment • Communicate clearly and professionally in both written and verbal interactions • Collaborate with internal teams to resolve complex or escalated issues

• Define global editorial strategy across Gyms, Studios, and Coaches segments • Own quarterly themes, narrative arcs, and content pillars • Ensure content aligns to audience needs, funnel stages, and business priorities • Set standards for clarity, quality, and brand voice • Own global organic social strategy • Define platform roles, content formats, and posting systems • Drive engagement, participation, and conversation quality • Partner with PR and Influencer functions to amplify thought leadership • Lead Influencer & Community Partnerships • Define the mix of: AI-generated content (scaled, repeatable) and Human-led content (influencers, SMEs, customers) • Maintain consistency in narrative and brand voice across all formats • Own content department performance across: Consumption (downloads, views), Engagement, Audience growth • Lead the Content & Community teams: Sr Manager, Content Influencer & Community Partnership Team Content & Social Producers • Establish workflows, planning cadence, and quality standards

• Proactively shape GTM strategy, not just support it, by identifying where to invest, where to pull back, and how to maximize return on growth spend • Actively partner with Sales, Marketing, and Client Success leadership to drive optimal outcomes, using data to influence decisions on trade-offs, resource allocation, and performance expectations • Bring a strong, independent point of view on growth strategy, balancing ambition with financial discipline • Act as a trusted advisor to GTM leadership, influencing decisions across pricing, segmentation, channel strategy, and investment allocation • Translate company growth objectives into actionable financial strategies that drive efficient and predictable revenue outcomes • Provide data-driven insights to optimize CAC, LTV, and overall unit economics • Own end-to-end revenue forecasting, including pipeline analysis, conversion assumptions, retention dynamics, and expansion drivers • Build and continuously refine scalable revenue models that support short-term execution and long-range planning • Partner with Revenue Operations to ensure alignment between pipeline data, forecasts, and financial plans • Lead GTM business reviews, delivering clear insights on performance vs. plan, key drivers, and risks/opportunities • Establish KPIs and reporting frameworks that create transparency and accountability across Sales, Marketing, and Client Success • Provide actionable recommendations to improve productivity, efficiency, and growth quality • Champion the use of AI and advanced analytics to enhance forecasting accuracy, scenario planning, and decision-making • Build foundational processes, models, and operating rhythms from the ground up where needed, with a focus on speed, clarity, and impact • Drive standardization across forecasting, reporting, and planning workflows • Identify and eliminate manual inefficiencies through automation and system improvements • Build, develop, and lead a high-performing finance team aligned to GTM priorities • Foster a culture of accountability, curiosity, and continuous improvement • Elevate the role of Finance as a proactive, value-creating partner to the business

• Gather and translate business needs into technical requirements and work directly with development resources to ensure project is completed accurately and addresses client business needs. • Drive projects to completion based on value, budget and time restraints • Provide thorough and understandable documentation on all projects and assigned system functions. • Client relationship management – develop strong relationships with external clients, managing requirements, timely deliverables, and training client on best practices for reporting and how to use PowerBI platform for reporting needs. • Clearly communicate status of all items both internally and externally to clients in a consistent manner. • Implement a formal project for management consumption from conception to completion for each client project. • Work closely with other teams for problem resolution and project coordination • Participate in planning and implementing of future Reporting developments. • Review and prepare statements of work as needed • Manage the project budget to assure that project charters are realistic and achievable. • Monitor Reporting SLA’s and ensures that they are met • Translate management recommendations into workable technical solutions • Research and recommend solutions that will allow ABC Reporting to achieve the maximum amount of up time available