Customer Support & Operations Assistant

Role Overview

Our client is seeking a highly organized Customer Support & Operations Assistant to provide day-to-day support across customer service, marketing, space rentals, staff coordination, technical administration, and executive support.

The ideal candidate is proactive, organized, responsive, and comfortable managing multiple priorities while communicating professionally with customers, staff, instructors, and clients.

Key Responsibilities

Customer Support

• Respond to customer emails, DMs, and inquiries.
• Assist with enrollments, purchases, and account issues in Momence.
• Process refunds and cancellations.
• Assist students with directions and building access.
• Track and log customer issues in Momence.
• Send class cancellation notices and follow up with affected students.
• Triage and route website inquiries to the appropriate person or team.

Marketing Support

• Send customer emails, announcements, and updates.
• Schedule posts across Instagram, TikTok, and Facebook.
• Make minor Canva updates using existing templates.
• Monitor and respond to social media comments and DMs.
• Support grant writing and outreach.

Space Rental Management

• Respond to space rental inquiries.
• Send access instructions and logistics to renters.
• Assist with rental scheduling and coordination.
• Maintain and update the space rental calendar.

Staff Management Support

• Coordinate instructor schedules and outreach.
• Answer staff/instructor questions and coordinate coverage.
• Find substitute instructors when needed.
• Send weekly staff communications and newsletters.
• Coordinate and schedule internal meetings.
• Track staff issues and prepare consolidated staff reviews.

Technical & Momence Support

• Manage class scheduling updates in Momence.
• Perform data entry and maintain accurate records in Momence.
• Make system updates based on operational requirements.

Administrative Support

• Take meeting notes, particularly for event planning.
• Track tasks, deadlines, and follow-ups.
• Support event planning, project coordination, and general project management.
• Send contracts to clients and instructors.
• Follow up on outstanding invoices, emails, and other action items.
• Help document, organize, and track chargeback disputes.

Ideal Candidate

• Strong written and verbal English communication.
• Highly organized with excellent attention to detail.
• Comfortable handling customer service, admin, scheduling, and operational tasks.
• Proactive and able to follow through without constant supervision.
• Comfortable learning and working in software platforms such as Momence, Canva, social media platforms, and calendars.
• Able to manage multiple priorities and communicate clearly when something requires escalation.
• Previous experience in customer support, virtual assistance,