Student Support Associate

New York Pilates•New York, NY

1d•$60,000 - $70,000•Hybrid

About The Position

New York Pilates is seeking a dynamic and experienced Student Support Associate to spearhead NYP’s student support experience. You’ll be the heartbeat of our student communication—managing daily interactions across 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. If you thrive in fast-paced, high-touch environments and can respond to students within an hour without breaking a sweat—this is for you. This is a hybrid role based out of New York City with frequent travel to the Hamptons market. Reporting directly to the NYP Leadership team, this is a full-time position offering an exciting opportunity to make a significant impact in the dynamic world of our student experience and support team.

Requirements

2–5 years of customer support experience in wellness, retail, e-commerce, or hospitality
Demonstrated experience managing and optimizing chatbot flows and live chat systems
Comfort with CRM, support platforms, and digital scheduling tools (Intercom, Mindbody, Shopify, Google Workspace)
Flexibility to work a hybrid schedule
Strong writing portfolio or samples of brand-aligned support messages a plus
Experienced in chatbot systems (preferred use in Intercom) and e-comm/studio tools (Mindbody, Shopify)
A strong communicator with a polished, confident writing style aligned with a luxury lifestyle brand
You are a problem solver and able to think on your feet while balancing the needs of the students and business
Highly organized, self-directed, and comfortable in hybrid work environments

Nice To Haves

Proactive, compassionate, fast-moving, and calm under pressure—you thrive on staying ahead of student needs
Obsessed with delivering a positive, frictionless experience that keeps students coming back
Familiar with high-end fitness, boutique studio culture, and brand tone consistency

Responsibilities

Own the day-to-day management of our student service chatbot, proactively optimizing flows, tagging, and FAQ logic for seamless student experiences
Respond to all student messages within 1 hour during service hours via Intercom, email, and voicemail systems
Handle booking issues, account troubleshooting, late cancel policies, waitlists, and package inquiries with clarity and compassion
Communicate studio updates, class changes, and campaign promotions clearly and on-brand
Act as enhanced support between students and internal teams, provided escalated support as needed
Analyze common support trends and partner with internal teams to reduce friction across platforms
Maintain knowledge base and help center articles, ensuring accuracy and brand tone
Assist with weekend and evening coverage during high-demand business needs