Customer Support Executive

Booth & Partners; Makati; On-site; PHP 279,000 - 446,000; Full time

Job summary

All That Jazz seeks a Customer Support Executive in Manila to manage inquiries across studios through Respond.io and other channels. You will provide warm, timely information on class schedules, enrollments, fees, and policies, ensuring high-quality customer experience.

The role involves coordinating with studio systems (iClassPro), prioritizing leads, and escalating complex issues to the Studio/General Manager as needed. 5-day work week, SG time shift options may apply.

Qualifications

• Experience in chat-based customer support or messaging platforms.
• Strong written English and clear communication.
• Ability to manage multiple systems and maintain SLAs.

Responsibilities

• Chat & ticket management across channels.
• Maintain response SLAs and resolve queries quickly.
• Provide accurate class and policy information to customers.
• Perform studio management system tasks and handovers.
• Identify and prioritize time-sensitive inquiries.
• Escalate complex issues to managers.

Skills

Chat-based support

Customer service

Multichannel support

Written English

Tools

Respond.io

Google Workspace

iClassPro

Job description

Makati Central Post Office, Philippines | Posted on 09/18/2026

• State/Province National Capital Region (Manila)
• Country Philippines

Job Description

About The Client

Founded in 2014, our client, All That Jazz is a leading dance academy in Singapore with over 1,500 students across 5 locations. We specialize in Jazz, Ballet, Tap, Street Dance, Acro, Musical Theatre, and Contemporary dance. Our 50+ team members operate in a vibrant, collaborative culture dedicated to high-quality dance education.

Role Overview

We are seeking a responsive, solutions-focused Customer Support Executive to manage incoming customer inquiries across all studios. Operating primarily through our centralized messaging platform, you will act as a primary point of contact, delivering clear, warm, and timely support regarding class schedules, enrollments, fees, and studio policies.

Key Responsibilities

Chat & Ticket Management: Monitor and manage multi-channel inquiries via Respond.io (WhatsApp, web forms, click-through ads, and emails).

Service Excellence & Speed: Maintain target SLAs—first response within 30 minutes , resolving queries within 2 hours .

Customer Communication: Provide accurate details on trial classes, studio fee structures, payment queries, and policies using a warm, professional, and empathetic writing style (leveraging AI tools where appropriate for clear communication).

Operational Execution & Handover: Execute administrative tasks in studio management systems ( iClassPro ) and build detailed shift handovers for team continuity.

Inquiry Prioritization: Identify and prioritize time-sensitive leads (e.g., new trial inquiries) over lower-priority requests (e.g., makeup class tokens).

Escalations: Route complex operational issues, teacher assessments, or fee disputes to Studio Managers or the General Manager.

Requirements

Qualifications & Requirements

Experience: Proven experience in chat-based customer support, administrative support, or messaging platforms.

Communication Skills: Strong written English skills with the ability to communicate clearly and empathetically with diverse international backgrounds.

Tech-Savvy: Quick learner accustomed to managing multiple systems (Respond.io, Google Workspace, studio booking software) and comfortable utilizing AI tools to refine response tone and clarity.

Work Style: Exceptional attention to detail, strong prioritization skills, and a solutions-oriented mindset under high-volume periods.

Nice-to-Haves: Prior experience or personal passion for dance/performing arts, or familiarity with Respond.io and iClassPro.

Work Schedule: 5-day work week across a 7-day roster | Fixed Shifts : 9:00 AM – 6:00 PM or 1:00 PM – 10:00 PM (SG Time)

Holiday Schedule: Singapore Public Holidays (Observing Christmas, Chinese New Year, and National Day; weekend/holiday coverage required during peak seasons with premium pay provided for local working holidays)

Target Start Date: Immediately (before mid-October 2026) OR late November 2026 (post-annual recital)