Customer Support Executive

About the role

All That Jazz, a dance academy in Singapore founded in 2014 with over 1,500 students across 5 locations, is looking for a responsive, solutions-focused Customer Support Executive. You will handle incoming customer inquiries across all studios through a centralized messaging platform, acting as the main point of contact for 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 SLAs: first response within 30 minutes, resolution within 2 hours
• Answer questions about trial classes, fee structures, payments and policies with a warm, professional and empathetic style, using AI tools where appropriate
• Handle administrative tasks in studio management systems (iClassPro) and prepare detailed shift handovers
• Prioritize time-sensitive leads such as new trial inquiries over lower-priority requests
• Escalate complex issues, teacher assessments or fee disputes to Studio Managers or the General Manager

Required profile

• Proven experience in chat-based customer support, administrative support or messaging platforms
• Strong written English and the ability to communicate clearly with people from diverse international backgrounds
• Quick learner, detail-oriented, able to prioritize under high volume
• Nice to have: prior experience or interest in dance/performing arts, or familiarity with Respond.io and iClassPro

Required skills

• Chat support and ticket management
• Respond.io and iClassPro (nice to have)
• Google Workspace

Schedule: 5-day week on a 7-day roster, fixed shifts of 9:00 AM - 6:00 PM or 1:00 PM - 10:00 PM (SG time); Singapore public holidays observed, with premium pay for holiday coverage during peak seasons. Applications must be submitted only through Booth.