Customer Support Executive

About The Client

Founded in 2014 our client All That Jazz is a leading dance academy in Singapore with over 1500 students across 5 locations. We specialize in Jazz Ballet Tap Street Dance Acro Musical Theatre and Contemporary dance. Our 50 team members operate in a vibrant collaborative culture dedicated to high-quality dance education.

Role Overview

We are seeking a responsive solutions-focused Customer Support Executive to manage incoming customer inquiries across all studios. Operating primarily through our centralized messaging platform you will act as a primary point of contact delivering clear warm and timely support regarding class schedules enrollments fees and studio policies.

Key Responsibilities

• Chat & Ticket Management: Monitor and manage multi-channel inquiries via (WhatsApp web forms click-through ads and emails).
  

• Service Excellence & Speed: Maintain target SLAsfirst response within 30 minutes resolving queries within 2 hours.
  

• Customer Communication: Provide accurate details on trial classes studio fee structures payment queries and policies using a warm professional and empathetic writing style (leveraging AI tools where appropriate for clear communication).
  

• Operational Execution & Handover: Execute administrative tasks in studio management systems (iClassPro) and build detailed shift handovers for team continuity.
  

• Inquiry Prioritization: Identify and prioritize time-sensitive leads (e.g. new trial inquiries) over lower-priority requests (e.g. makeup class tokens).
  

• Escalations: Route complex operational issues teacher assessments or fee disputes to Studio Managers or the General Manager.

Qualifications & Requirements

• Experience: Proven experience in chat-based customer support administrative support or messaging platforms.
  

• Communication Skills: Strong written English skills with the ability to communicate clearly and empathetically with diverse international backgrounds.
  

• Tech-Savvy: Quick learner accustomed to managing multiple systems ( Google Workspace studio booking software) and comfortable utilizing AI tools to refine response tone and clarity.
  

• Work Style: Exceptional attention to detail strong prioritization skills and a solutions-oriented mindset under high-volume periods.
  

• Nice-to-Haves: Prior experience or personal passion for dance/performing arts or familiarity with and iClassPro.
  

Work Schedule: 5-day work week across a 7-day roster Fixed Shifts: 9:00 AM 6:00 PM or 1:00 PM 10:00 PM (SG Time)

Holiday Schedule: Singapore Public Holidays (Observing Christmas Chinese New Year and National Day; weekend/holiday coverage required during peak seasons with premium pay provided for local working holidays)

Target Start Date: Immediately (before mid-October 2026) OR late November 2026 (post-annual recital)