Student Support Associate

newyorkpilates; United States; Hybrid; USD 60,000 - 70,000; Full time

Job summary

New York Pilates is hiring a Student Support Associate to manage daily interactions across phone, chat, email, and SMS, owning the student support flow for both in-studio and online communities. This hybrid role in New York City requires a sales-minded approach to convert leads and retain members while delivering exceptional, brand-aligned service.

Ideal candidates bring 2–5 years in customer support or related high-touch environments, strong written communication, and experience with CRM or

Qualifications

• 2–5 years in customer support or high-touch consumer business
• Experience bridging customer service with sales conversions
• Proven track record with membership conversions, lead follow-up, and sales outreach
• Proactively follow up with high-intent leads and personalize outreach
• Drive sales growth by converting intro offers into full memberships and surfacing opportunities for group bookings
• Excellent written communicator with a polished, confident voice
• Experience with CRM, live chat, chatbot, or customer support platforms (MBO, Axel, Klaviyo, Intercom)
• Comfort managing multiple conversations and priorities in a fast-paced environment
• Thrive in fast-growing companies where every day is different

Responsibilities

• Manage daily interactions across phone, chat, email, and SMS platforms
• Own and enhance the student support flow for in-studio students and online community
• Deliver fast, brand-aligned support with a sales-driven mindset to drive conversion and retention

Skills

Customer support

Sales conversion

Lead follow-up

CRM

Multichannel support

Written communication

Tools

MBO

Axel

Klaviyo

Intercom

Job description

Build the Future of New York Pilates

New York Pilates is growing fast, and we're looking for an exceptional Student Support Associate to help create the seamless, high-touch experience our community expects. You’ll be the heartbeat of our student communication by managing daily interactions across phone, chat, email, and SMS platforms while owning and enhancing the student support flow. This is a key role in delivering fast, brand-aligned support to our in-studio students and online community, combining high-touch service with a sales-driven mindset to drive conversion and retention.

This role is for you if you thrive in fast-paced, high-touch environments, can respond to students within an hour without breaking a sweat, and excel at turning everyday support moments into growth opportunities. This is a hybrid role based out of New York City with occasional travel to the Hamptons market.

Who You Are

You're not just answering questions. You're creating experiences. You've worked in customer support, hospitality, retail, wellness, or another high-touch consumer environment and know how to make people feel heard, supported, and taken care of.

You're fast, organized, and calm under pressure. You can manage a high volume of conversations across chat, email, and SMS while maintaining a thoughtful, polished voice that reflects the NYP brand.

You're also curious about the systems behind great support. You enjoy identifying patterns, improving chatbot flows, updating FAQs, and finding ways to make the student experience more seamless. Most importantly, you care about the details. You understand that every student interaction is an opportunity to strengthen our community and keep people coming back.

Before You Apply

This role is for you if you:

• Have 2–5 years of experience in customer support, hospitality, retail, wellness, e-commerce, or another high-touch consumer business
• Have a revenue-conscious problem solver who can naturally bridge customer service with sales conversion
• Proven track record or comfort with membership conversions, lead follow-up, and sales outreach
• Proactively follow up with high-intent leads and personalize outreach based on individual student behavior
• Drive sales growth by converting intro offers into full memberships and surfacing opportunities for group bookings, private sessions, and tier upgrades
• Love creating exceptional customer experiences and solving problems quickly
• Are an excellent written communicator with a polished, confident voice
• Have experience with CRM, live chat, chatbot, or customer support platforms (preferably MBO, Axel, Klaviyo, Intercom)
• Are comfortable managing multiple conversations and priorities in a fast-paced environment
• Thrive in fast-growing companies where every day is different

This role is not for you if you:

• Prefer a slow-paced environment with predictable, repetitive work
• See customer support as simply answering questions rather than creating experiences
• Don't enjoy troubleshooting systems or finding ways to improve processes
• Struggle to balance speed, accuracy, and empathy
• Prefer to work independently without collaborating across teams

Compensation & Benefits

Salary: $60,000 to $70,000

Medical and 401(k) available with company contribution, paid time off, complimentary New York Pilates membership, guest passes, continuing education support, and the opportunity to help build one of New York City's fastest growing fitness brands.