Student Support Associate

New York Pilates•New York, NY

6d•$60,000 - $70,000•Hybrid

About The Position

New York Pilates is seeking an exceptional Student Support Associate to manage daily interactions across phone, chat, email, and SMS platforms, owning and enhancing the student support flow. This role is crucial for delivering fast, brand-aligned support to both in-studio and online students, combining high-touch service with a sales-driven mindset to drive conversion and retention. The ideal candidate thrives in fast-paced, high-touch environments, can respond to students within an hour, and excels at turning support moments into growth opportunities. This is a hybrid role based in New York City with occasional travel to the Hamptons market.

Requirements

2–5 years of experience in customer support, hospitality, retail, wellness, e-commerce, or another high-touch consumer business.
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.
Excellent written communicator with a polished, confident voice.
Experience with CRM, live chat, chatbot, or customer support platforms (preferably MBO, Axel, Klaviyo, Intercom).
Comfortable managing multiple conversations and priorities in a fast-paced environment.
Thrive in fast-growing companies where every day is different.
Ability to make people feel heard, supported, and taken care of.
Fast, organized, and calm under pressure.
Ability to manage a high volume of conversations across chat, email, and SMS while maintaining a thoughtful, polished voice that reflects the NYP brand.
Enjoy troubleshooting systems or finding ways to improve processes.
Ability to balance speed, accuracy, and empathy.

Responsibilities

Manage daily interactions across phone, chat, email, and SMS platforms.
Own and enhance the student support flow.
Deliver fast, brand-aligned support to in-studio students and the online community.
Combine high-touch service with a sales-driven mindset to drive conversion and retention.
Respond to students within an hour.
Turn everyday support moments into growth opportunities.
Create exceptional customer experiences and solve problems quickly.
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.
Identify patterns, improve chatbot flows, update FAQs, and find ways to make the student experience more seamless.
Collaborate across teams.