About the Role

Seeking a reliable, organized, and friendly Administrative & Customer Support Assistant to provide additional coverage for our growing Pilates studio.

This role will initially focus on customer service and day-to-day administrative support. The ideal candidate is responsive, detail-oriented, comfortable following established procedures, and able to communicate professionally with clients and team members.

Schedule

Flexible schedule but would work something like this with possibility of switching to morning shift

• Monday–Thursday: 3:30–7:30 PM Pacific Time
• Friday: 3:00–5:00 PM Pacific Time
• Saturday and Sunday: 8:00 AM–12:00 PM Pacific Time

Approximately 20-28 hours per week. Consistent availability during these hours is required.

Primary Responsibilities

• Monitor and respond to customer emails, text messages, and general inquiries
• Assist clients with booking questions, account access, membership information, class credits, and studio policies
• Process routine membership requests, including freezes, cancellations, and account updates, according to established procedures
• Help resolve basic scheduling and account issues
• Escalate refunds, complaints, sensitive situations, and unusual requests to management when needed
• Monitor instructor callouts and contact approved substitutes using the studio’s established process
• Follow up on outstanding customer and operational matters
• Update internal trackers, task lists, schedules, and customer records
• Complete data entry and recurring administrative tasks
• Communicate important updates to the Executive Assistant and management
• Provide clear handoff notes at the end of each shift
• Assist with additional administrative, operational, or customer-support projects as the business grows

Ideal Candidate

• Strong written and spoken English
• Professional, friendly, and patient communication style
• Previous administrative or customer-service experience
• Highly reliable and consistently available during scheduled hours
• Organized and able to manage multiple tasks and conversations
• Comfortable following established procedures and using response templates
• Able to work independently and recognize when an issue should be escalated
• Comfortable learning email, messaging, booking, and task-management systems
• Detail-oriented when updating customer accounts and internal records
• Experience supporting a fitness, wellness, hospitality, or membership-based business is helpful but not required

What Success Looks Like

• Customers receive timely, friendly, and accurate responses
• Routine requests are completed correctly and efficiently
• Sensitive or unusual issues are escalated promptly
• Customer records and internal trackers remain accurate
• Outstanding matters are consistently followed up on
• Clear communication and handoffs are maintained with the Executive Assistant and management