Sr. Associate, Studio Experience

Peloton; New York (NY); On-site; USD 27,000 - 39,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

Disability insurance

Mental health access

401k plan

Tuition reimbursement

Stock purchase plan

Parental leave

Commuter benefits

Peloton app access

Employee discounts

Job summary

Peloton Studios in New York is seeking a customer-focused coordinator to deliver exceptional member experiences. You will manage live productions, assist with class changes, and ensure smooth studio operations across reservation systems and communications tools.

Join a fast-paced team that values energy, organization, and proactive problem solving, with the opportunity to host group bookings and provide VIP tours while supporting multiple Peloton events.

Qualifications

• 2+ years of work experience in the customer service/hospitality industry.
• Concierge, health, fitness experience is a plus.
• Must be reliable, professional, energetic, friendly, and computer literate.
• Must be friendly and outgoing.
• Ability to effectively communicate in person, via email, and via phone.
• Must have a friendly and professional phone and email etiquette.
• Must have excellent communication skills.
• Able to prioritize and multi-task within a fast-paced environment.
• Must be willing to initiate tasks and perform duties without direction.
• Must have outstanding customer service and problem-solving skills.
• Must have a positive, can-do mentality.
• Ability to work in a fast-paced environment.
• Ability to work a flexible schedule that includes weekends, holidays, early morning (5AM) and late evening (10PM).
• Peloton Studios requires at minimum 3 days of availability for part time employees, including Friday, Saturday and Sunday.

Responsibilities

• Provide exceptional levels of customer service to members and guests.
• Respond to queries with professional demeanor.
• Book, cancel and reschedule live productions for members through TeamUp.
• Liaise with programming for class changes or cancellations, including refunds.
• Perform check in duties prior to live production and enforce studio rules.
• Assist in post class meet & greet; upload and send photos to guests.
• Become proficient in all systems across reservation system, email, sms, g-suite, slack.
• Perform miscellaneous administrative tasks; studio logs, trackers, etc.
• Act as a main reference for members needing assistance; be an expert in studio and production experience.
• Ensure energy of studio experience is optimal; support production teams with audience placement.
• Coordinate group bookings from our community and corporate groups.
• Act as a group host for community, member and corporate bookings.
• Provide behind the scenes tours for VIPs and prospective clients; support member tours.
• Be aware of upcoming events, activations and promotions.
• Help build surprise and delight moments for members and guests.
• Be flexible to support additional activations or duties.
• Think creatively to improve Peloton experience and share ideas with leadership.
• Be an integral part of the live studio experience.
• Project management assignments and responsibilities.

Skills

Customer service

Hospitality

Communication

Multitasking

Phone/email etiquette

Tools

TeamUp

Email

SMS

G-Suite

Slack

Job description

ABOUT THE ROLE

Peloton Studios operates 365 days a year to deliver both a broad offering of highly engaging subscription content and world-class boutique fitness offerings to our members. We are looking for an upbeat, positive, and customer service-driven individual with a love for health and fitness and an excitement for Peloton to join our Studio Experience team. This individual prioritizes organization, preparation, and execution, in addition to outstanding customer service.

YOUR DAILY IMPACT AT PELOTON

• Provide exceptional levels of customer service to members and guests
• Respond to any email or in person queries with a professional and friendly demeanor
• Effectively book, cancel and reschedule live productions for members through TeamUp, our reservation system, assisting them with any account related issues
• Liase with programming to assist with and communicate class changes or cancellations, including refunds.
• Perform check in duties prior to live production, ensuring members and guests are aware of and adhering to studio rules, waivers and terms and conditions
• Assist in post class meet & greets; taking, uploading and sending photos to guests and members
• Become proficient in all systems across our reservation system, email provider, sms, g-suite, slack.
• Perform any miscellaneous administrative tasks, including studio logs, trackers, etc.
• Act as a main point of reference for members who need additional or general assistance throughout the studio- be an expert in the studio and production experience
• Ensure the energy of the studio experience is optimal, supporting the wider production teams with audience placement and participation
• Coordinate group bookings from our community and assist with corporate group arrangements
• Act as a group host for any community, member and corporate group bookings, being ever-present and available to help with questions and direction.
• Provide behind the scenes tours for VIPS, prospective clients and key stakeholders, whilst supporting the wider studio team with member tours on member days
• Have the highest level of brand and product knowledge, along with full awareness of upcoming events, activations and promotions
• Help build surprise and delight moments for members and guests before, during, and post member visits with the help of fellow studio departments- including but not limited to birthday celebrations, milestones and anniversaries.
• Be flexible to support in any additional studio activations or duties outside of our member class offering, including but not limited to event support, group and corporate bookings.
• Think creatively about ways to improve the Peloton experience for our members every day in-studio and solve problems, share ideas, and implement with leadership
• Be an integral part of the overall live studio experience
• Project management assignments and responsibilities

YOU BRING TO PELOTON

• 2+ years of work experience in the customer service/hospitality industry
• Concierge, health, fitness experience is a plus
• Must be reliable, professional, energetic, friendly, and computer literate
• Must be friendly and outgoing
• Ability to effectively communicate in person, via email, and via phone
• Must have a friendly and professional phone and email etiquette
• Must have excellent communication skills
• Able to prioritize and multi-task within a fast-paced environment
• Must be willing to initiate tasks and perform duties without direction
• Must have outstanding customer service and problem-solving skills
• Must have a positive, can-do mentality
• Ability to work in a fast-paced environment
• Ability to work a flexible schedule that includes weekends, holidays, early morning (5AM) and late evening (10PM), adapting to meet the needs of the business
• Peloton Studios requires at minimum 3 days of availability for part time employees, including Friday, Saturday and Sunday

The actual base salary offered for this position will depend on numerous factors including, without limitation, experience and business objectives, and if the location for the job changes.

As an organization, one of our top priorities is to maintain the health and wellbeing for our employees and their family. To achieve this goal, we offer robust and comprehensive benefits including:

• Medical, dental and vision insurance
• Generous paid time off policy
• Short-term and long-term disability
• Access to mental health services
• 401k, tuition reimbursement and student loan paydown plans
• Employee Stock Purchase Plan
• Fertility and adoption support and up to 18 weeks of paid parental leave
• Child care and family care discounts
• Free access to Peloton Digital App and apparel and product discounts
• Commuter benefits and Citi Bike Discount
• Pet insurance and so much more!

Hourly Pay Rate

$24 - $24 USD

ABOUT PELOTON:

Peloton (NASDAQ: PTON) provides Members with expert instruction, and world class content to create impactful and entertaining workout experiences for anyone, anywhere and at any stage in their fitness journey. At home, outdoors, traveling, or at the gym, Peloton brings together innovative hardware, distinctive software, and exclusive content. Founded in 2012 and headquartered in New York City, Peloton has millions of Members across the US, UK, Canada, Germany, Australia, and Austria. For more information, visit www.onepeloton.com.

Peloton is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. Equal employment opportunity has been, and will continue to be, a fundamental principle at Peloton, where all team members, applicants, and other covered persons are considered on the basis of their personal capabilities and qualifications without discrimination because of race, color, religion, sex, age, national origin, disability, pregnancy, genetic information, military or veteran status, sexual orientation, gender identity or expression, marital and civil partnership/union status, alienage or citizenship status, creed, genetic predisposition or carrier status, unemployment status, familial status, domestic violence, sexual violence or stalking victim status, caregiver status, or any other protected characteristic as established by applicable law. This policy of equal employment opportunity applies to all practices and procedures relating to recruitment and hiring, compensation, benefits, termination, and all other terms and conditions of employment. If you would like to request any accommodations from application through to interview, please email: [e-mail].

At Peloton, we embrace technology, including AI, to enhance productivity and accelerate innovation in the work we do for our members. However, in our hiring process, our priority remains in getting to know you and your unique qualifications. To ensure a fair and equitable process, we do not permit the use of AI tools during any stage of the application and interview process. In considering you as an applicant, we want to understand your skills, experiences, and motivations without mediation through an AI system. We also want to directly assess your communication skills without the use of an AI tool.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance and the San Francisco Fair Chance Ordinance, as applicable to applicants applying for positions in these jurisdictions.