Studio Host (Customer Service Representative)

THE JOB IN A NUTSHELL

Our Customer Service Representative are the first and last interaction clients have with our brand, making them a vital part of the Down for More experience. This role is a balance of customer service, membership sales, and studio operations, to ensure a seamless experience for all clients.

A high level of customer service is crucial as we rely on exceptional service and proactive sales efforts to retain customers and drive conversions.

CUSTOMER SERVICE & ENGAGEMENT (30%)

This role is focused on delivering an exceptional customer experience while driving membership sales and conversions.

• Be an expert on our class schedules, offerings, studio policies, and promotions.
• Proactively engage with clients to understand their needs and offer suitable membership options.
• Handle client account management, including package validity, extension requests, and upselling opportunities.
• Manage all client interactions across in-person, phone, email, and WhatsApp chat.
• Assist with class check-ins, bookings, and payment processing.
• Uphold the Down for More brand voice in all communications—confident, engaging, and fun.

ENGAGEMENT AND CONVERSIONS (30%)

Community Leads play a crucial role in supporting promotions, campaigns, and events to drive sales and brand engagement.

• Follow up with leads provided by the Studio Manager to drive membership conversions.
• Track lead progress and report conversion rates to the Studio Manager.
• Communicate and sell active promotions to potential and existing customers.
• Support sales initiatives by providing key insights from customer interactions.
• Work with the Studio Manager to refine sales techniques and improve conversion rates.
• Assist in executing sales-driven marketing campaigns by sharing information and guiding customers.

STUDIO OPERATIONS & MAINTENANCE (30%)

First impressions count, and CLs are responsible for maintaining a professional, welcoming, and functional studio space. These include and are not limited to:

• Complete opening and closing duties to ensure the studio is guest-ready.
• Maintain cleanliness and organization of the reception area, changing rooms, toilets, and practice rooms. Complete the daily grind list to ensure the studio meets operational standards.
• Restock essential items (towels, water, etc.) and report low stock to the Studio Manager.
• Assist Studio Managers in the monthly stock take.
• Report any maintenance issues for timely resolution.
• Assist in operational and admin duties as required.

ACTIVATION & BRAND SUPPORT (10%)

You are actively involved in event execution and brand awareness efforts.

• Assist in event setup, check-ins, and front-line guest management.
• Create social media assets for events to enhance brand awareness.
• Capture live content during events for social media.
• Ensure all event guests have a premium Down for More experience.

WHAT’S IN IT FOR YOU?

• Base Salary + sales commissions and incentive
• Complimentary classes at Yoga Movement and STRONG Pilates for yourself and up to 2 family members/friends.
• Basic health insurance coverage.
• 11 days of annual leave, plus earn +1 additional day for every year of service (capped at 5 extra days).
• A dynamic, people-first work culture with opportunities for growth