VA - Customer Support Executive (Dance Company) | Full-Time WFH

Booth and Partners; Taguig; Remote; PHP 223,000 - 379,000; Full time

Job summary

All That Jazz in Singapore seeks a Customer Support Executive to handle inquiries across studios via Respond.io, delivering warm, timely guidance on class schedules, enrollments, pricing, and studio policies.

主体 facilities include using iClassPro for studio management, crafting detailed shift handovers, prioritizing trial inquiries, and escalating complex issues to Studio Managers to maintain service excellence.

Qualifications

• Experience in chat-based customer support or messaging platforms.
• Strong written English communication.
• Proficiency with Respond.io and studio management tools.

Responsibilities

• Chat & ticket management via Respond.io across channels.
• Meet target SLAs: first response in 30 minutes, resolve in 2 hours.
• Provide clear, warm info on schedules, pricing, and policies.

Skills

Chat-based support

Respond.io

English communication

Multi-system proficiency

Prioritization

Tools

Respond.io

Google Workspace

iClassPro

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, pricing, 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 pricing information, 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 payment concerns to Studio Managers or the General Manager.

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)