Job Overview

Our client is seeking a reliable, organized, and friendly Administrative & Customer Support Assistant to provide remote coverage for a growing multi-location Pilates studio. In this role, you will monitor client inboxes, respond to inquiries via email and text, and assist members with class bookings, account updates, and memberships. You will also manage routine administrative tasks, update trackers, and help coordinate instructor substitutions. Operating during Pacific Time, this position offers an opportunity to deliver dependable support while working independently in a fast-growing wellness environment. 

Schedule

Monday - Thursday, 3:30 PM - 7:30 PM PST

Friday, 3:00 PM - 5:00 PM PST

Saturday - Sunday, 8:00 AM - 12:00 PM PST (26 work hours per week)

Note: Schedule flexibility is required, with the possibility of transitioning to a morning shift upon mutual agreement.

Responsibilities

• Consistently monitor all assigned customer inboxes and communication channels, including email and text messages, and respond promptly, professionally, and accurately.
• 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.
• Complete tasks efficiently, follow through on outstanding customer and operational matters, and communicate blockers promptly.
• Update internal trackers, task lists, schedules, and customer records accurately.
• Complete data entry and recurring administrative tasks with attention to detail.
• Communicate important updates to the Executive Assistant and management.
• Provide clear handoff notes at the end of each shift, including unresolved matters, follow-up actions, and any blockers.
• Apply training independently and consistently, using established procedures and response templates while seeking clarification when needed.
• Answer client calls as phone-support responsibilities are introduced, providing clear, friendly, and professional assistance.
• Support administrative, operational, and customer-service needs across multiple studio locations as the business grows.
• Assist with additional projects as required, including marketing, social media, or creative support where relevant to the candidate’s experience and agreed role priorities.

 

Requirements

• Previous administrative or customer-service experience.
• Strong written and spoken English, including clear phone communication skills and confidence handling client calls as this responsibility is introduced.
• A professional, friendly, and patient communication style.
• Ability to learn quickly, retain training, and independently apply it to routine tasks without repeated prompting.
• Consistent monitoring of all assigned inboxes and communication channels, with prompt and accurate responses.
• Strong task ownership, efficient execution, and reliable follow-through, including proactive communication of blockers.
• Initiative, attention to detail, and sound judgment when handling customer and operational matters.
• High reliability and consistent availability during scheduled hours.
• Strong organization and the ability to manage multiple tasks and conversations simultaneously.
• Confidence following established procedures and using response templates appropriately.
• Ability to work independently while recognizing when an issue requires clarification or escalation.
• Comfort learning email, messaging, booking, and task-management systems.
• Accuracy when updating customer accounts and internal records.
• Adaptability and the ability to keep pace with growth across multiple studio locations.

Qualifications

• Experience supporting a fitness, wellness, hospitality, or membership-based business is helpful but not required.
• Marketing, social media, or creative experience is desirable but not required.

 

What Success Looks Like

• Customers receive timely, friendly, and accurate responses across every assigned inbox and communication channel.
• Training is retained and applied consistently, enabling routine tasks to be completed independently.
• Routine requests are completed correctly and efficiently, with reliable follow-through and minimal need for prompting.
• Blockers, sensitive situations, and unusual issues are communicated or escalated promptly.
• Customer records and internal trackers remain accurate and up to date.
• Outstanding matters are consistently followed up on, with clear ownership and next steps.
• Clear communication and shift handoffs are maintained with the Executive Assistant and management.
• Client calls are handled clearly and professionally once phone support is introduced.
• Support remains organized and dependable as the business expands across multiple studio locations.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

One application, multiple possibilities: When you apply, our team reviews your background against all current openings, not just this one! If a different role fits your skills, we'll get in touch! We also encourage you to keep exploring our job board and apply directly to any position that excites you.