Student Experience & Membership Growth Associate

New York Pilates; New York (NY); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

401(k) with company match

Paid time off

New York Pilates membership

Guest passes

Continuing education support

Job summary

New York Pilates is looking for a Student Support Associate to deliver fast, brand-aligned support across phone, chat, email and SMS. You’ll drive conversion and retention while maintaining a high-touch, polished experience for both in-studio students and the online community.

The role is hybrid in New York City with occasional Hamptons travel, requiring quick responses and a focus on turning support moments into growth opportunities.

Qualifications

• 2–5 years in customer support, hospitality, retail or related high-touch field.
• Revenue-conscious problem solver who bridges service and sales.
• Proven track record with membership conversions and follow-up.
• Personalized outreach based on student behavior and preferences.
• Experience with CRM, live chat, chatbots or support platforms.

Responsibilities

• Manage daily interactions across phone, chat, email and SMS.
• Own and enhance the student support flow for in-studio and online.
• Drive conversion and retention through high-touch service.
• Respond to student inquiries quickly and maintain brand voice.
• Collaborate across teams to improve processes and systems.

Skills

2–5 years experience

customer support

sales conversion

lead follow-up

multi-channel support

Tools

CRM

live chat

chatbot

Intercom

Klaviyo

Job description

New York Pilates is looking for a Student Support Associate to deliver fast, brand-aligned support across phone, chat, email and SMS. You’ll drive conversion and retention while maintaining a high-touch, polished experience for both in-studio students and the online community.

The role is hybrid in New York City with occasional Hamptons travel, requiring quick responses and a focus on turning support moments into growth opportunities.