Virtual Assistant – Pilates Studio

Location: Remote (Work from home)
Hours: 15–25 hours per week
Schedule Requirement:
Availability during US Eastern Time daytime hours, especially before, during, and after class times to handle last-minute client requests
Pay: $5/hour
Reports To: Studio Owner

About Bel Pilates Studio
Bel Pilates Studio is a boutique Pilates studio with locations in Pawtucket and Middletown, RI. We specialize in Reformer group classes, private sessions, infrared sauna sessions, and small retail sales.
We value exceptional client experience, prompt communication, and well-organized systems.
We are seeking a reliable, highly responsive Virtual Assistant to manage all client communications and scheduling support. This role is ideal for someone who is organized, calm under pressure, and experienced working inside Mindbody.

Key Responsibilities
1. Client Communications (PRIMARY RESPONSIBILITY)
Manage all client communications across:

Email
Instagram DMs
Website inquiries
Phone calls
Text messages
Respond promptly during business hours using approved templates and SOPs

Handle:
Booking questions
Schedule changes
Late cancellations
Last-minute requests
Maintain a professional, friendly, and reassuring tone at all times
Escalate sensitive issues (refunds, complaints, safety concerns) to the studio owner per protocol


???? This role requires availability during daytime EST hours, especially around class schedules.

2. Bookings & Scheduling (Mindbody)
Manage class bookings, cancellations, and waitlists in Mindbody
Assist clients with same-day and next-day schedule changes
Coordinate instructor coverage and schedule adjustments as needed
Troubleshoot common booking issues quickly and accurately

3. Payments, Packages & Gift Cards
Assist clients with package setup and purchases in Mindbody
Support gift card sales and balance inquiries
Flag payment discrepancies or exceptions to the studio owner

4. Events & Promotions
Assist with setting up events and workshops in Mindbody
Support event promotion, registration tracking, and follow-up communications

5. Reporting & Admin Support
Prepare weekly, biweekly, and monthly reports (attendance, payroll, revenue summaries)
Support instructor payroll reporting
Maintain organized internal logs and trackers

6. Social Media Support
Assist with posting content to Instagram, TikTok, and Facebook based on the content calendar
Monitor comments and messages and respond to basic inquiries

7. SOP Maintenance & Documentation
Follow all SOPs and playbooks exactly
Update SOPs when processes change or gaps are identified
Record Loom walkthrough videos for assigned tasks once confident executing them
Suggest workflow improvements when appropriate

8. Studio Maintenance & Supplies
Track inventory of studio supplies using internal logs
Place orders with approved vendors as needed

9. Escalations
Identify urgent or time-sensitive issues
Follow clear escalation protocols for complaints, safety issues, and payments

Required Skills & Qualifications
Previous experience working inside Mindbody (required)
Strong English communication skills (written and verbal)
Comfortable handling phone calls and real-time client requests
Excellent organization and attention to detail
Comfortable using Gmail, Google Drive, Instagram, Facebook, TikTok
Ability to follow SOPs and templates precisely
Reliable internet connection and quiet environment for calls

Preferred Experience & Traits
Experience supporting a fitness, wellness, or service-based business
Calm, solution-oriented, and responsive under time pressure
Proactive communicator who anticipates client needs
Comfortable documenting processes and recording Loom videos
Tech-savvy and quick learner

Tools & Training Provided
Full access to written SOPs and playbooks (Google Docs)
Templates for all client communications
Guidance and feedback from the studio owner
Opportunity to help improve and streamline studio systems


How to Apply
Please submit:
A brief cover letter describing your experience and availability during EST business hours
Your resume or summary of relevant experience
Your typical availability (days/times in Eastern Time)
Confirmation of previous Mindbody experience
Examples of customer service or admin work
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted.