Student Support Associate

We Want You!
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.

The Role 

• 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 social DMs
• 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

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
• Highly organized, self-directed, and comfortable in hybrid work environments

Bonus Points! 

• Proactive, 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

The Offer 📑

We are building an A+ team with talented individuals. And we are here to help you along the way! Here are some of the great perks you get working with us!

Competitive Compensation💸
Here at NYP, our goal is to build a career-driven studio where our instructors can earn a competitive rate and join the team as a part time or full time employee. We strive to deliver the clearest structure that aligns the entire team to success.  Based on your application and experience you could make $60,000-$70,000 annually. 

Paid Time Off 🏖
Our teams work hard, and we never want burnout to happen! So we are here to create a balanced environment. Just make sure you provide enough notification to your team members, so we can balance the workload of your fellow teammates, while you are away! As a member of the NYP HQ Team, you will receive 2 weeks of paid vacation (80 hours) and 1 week of paid personal days (40 hours) annually. 

Medical and 401k 🏥
Available with company contribution

Free NYP Membership ⚡
Our workouts are amazing and we want you to be a part of the community at NYP. Which means taking classes! As an NYP team member, you will receive complimentary classes & NYP guest passes each month (get to work out with friends)! 

Tuition Assistance📚
We love to keep knowledge at top of our minds, and want our employees to be empowered to learn! So we offer a quarterly stipend that can be used towards Continuing Education. $500 per quarter, up to $2,000/year. Can be used for internal Continuing Education opportunities only.