Customer Support Executive

About the role

We are seeking a responsive, solutions‑focused Customer Support Executive to manage incoming customer inquiries across all studios. Working primarily through a centralized messaging platform, you will be the first point of contact, providing clear, warm and timely assistance on class schedules, enrollments, fees and studio policies.

Key responsibilities

• Monitor and manage multi‑channel inquiries via Respond.io (WhatsApp, web forms, click‑through ads and emails).
• Maintain target SLAs – first response within 30 minutes and resolve queries within 2 hours.
• Provide accurate information on trial classes, fee structures, payment queries and policies using a professional, empathetic tone.
• Execute administrative tasks in iClassPro and prepare detailed shift handovers for team continuity.
• Prioritise time‑sensitive leads such as new trial inquiries over lower‑priority requests.
• Escalate complex operational issues, teacher assessments or fee disputes to Studio Managers or the General Manager.

Required profile

• Proven experience in chat‑based customer support or administrative support.
• Strong written English skills with the ability to communicate clearly and empathetically.
• Quick learner comfortable managing multiple systems (Respond.io, Google Workspace, studio booking software) and using AI tools to refine responses.
• Exceptional attention to detail, strong prioritisation and a solutions‑oriented mindset during high‑volume periods.

Required skills

• Respond.io
• Google Workspace
• iClassPro