New York Pilates · 3 weeks ago
Student Support Associate
New York, NY
Full-time
Hybrid
Entry, Mid Level
$60K/yr - $70K/yr
2+ years expNew York Pilates is seeking a dynamic and experienced Student Support Associate to spearhead NYP’s student support experience. In this role, you will manage daily interactions across various communication platforms, ensuring fast and brand-aligned support to students both in-studio and online.
FitnessHealth CareTrainingWellness
Responsibilities
Own the day-to-day management of our student service chatbot, proactively optimizing flows, tagging, and FAQ logic for seamless student experiences
Respond to all student messages within 1 hour during service hours via Intercom, email, and voicemail systems
Handle booking issues, account troubleshooting, late cancel policies, waitlists, and package inquiries with clarity and compassion
Communicate studio updates, class changes, and campaign promotions clearly and on-brand
Act as enhanced support between students and internal teams, provided escalated support as needed
Analyze common support trends and partner with internal teams to reduce friction across platforms
Maintain knowledge base and help center articles, ensuring accuracy and brand tone
Assist with weekend and evening coverage during high-demand business needs
Qualification
Required
2–5 years of customer support experience in wellness, retail, e-commerce, or hospitality
Demonstrated experience managing and optimizing chatbot flows and live chat systems
Comfort with CRM, support platforms, and digital scheduling tools (Intercom, Mindbody, Shopify, Google Workspace)
Flexibility to work a hybrid schedule
Strong writing portfolio or samples of brand-aligned support messages a plus
Experienced in chatbot systems (preferred use in Intercom) and e-comm/studio tools (Mindbody, Shopify)
A strong communicator with a polished, confident writing style aligned with a luxury lifestyle brand
You are a problem solver and able to think on your feet while balancing the needs of the students and business
Highly organized, self-directed, and comfortable in hybrid work environments
Preferred
Proactive, compassionate, fast-moving, and calm under pressure—you thrive on staying ahead of student needs
Obsessed with delivering a positive, frictionless experience that keeps students coming back
Familiar with high-end fitness, boutique studio culture, and brand tone consistency
Benefits
Paid Time Off 🏖
Medical and 401k 🏥
Free NYP Membership ⚡
Tuition Assistance📚
Company
New York Pilates
New York Pilates is a fitness center that promotes wellness through workouts, dance, and music to tone and strengthen the body.
51-200 employees
Funding
Current Stage
Growth StageRecent News
2024-04-09
Business Journals
2022-11-21
Company data provided by crunchbase