Why this role exists

We are Village Pilates, a contemporary Pilates studio in Los Angeles, expanding to a second location. We need one person to own our back-office operations end to end. Customer service, billing, scheduling, sales pipeline, instructor coordination, the whole stack.

Today the founders run it. We want it run better than we do it.

You will start fully focused on the studio. As you prove the core, scope expands to support our real estate portfolio (6 LLCs, mostly admin and compliance) and general executive operations. This is not a task-executor role. It is an ownership role for someone who wants to build the systems that let us scale to multiple locations and grow into a Studio Manager seat within 12 to 18 months.

What you will own (primary, from day one)

You will run the daily operations of the studio through Mariana Tek (our class-management software). Specifically:

- Customer service: respond to member messages, resolve billing questions, process refunds and waitlist conversions, handle account issues. You are the face of the studio in writing.
- Sales pipeline: follow up with new intro-pack clients, second-class outreach, pack-depletion alerts, monthly conversion analysis. You make sure no new client falls through the cracks.
- Billing and Mariana Tek admin: process membership changes, run weekly billing reviews, set up promotions, manage credit card declines.
- Class scheduling: monitor daily fill rates, handle sub coverage, audit upcoming schedule for gaps.
- Content support: post approved content to Instagram, schedule weekly emails via Brandbot, build Canva graphics.
- Studio admin: events tracking, light Squarespace updates, retail ordering through Faire and Amazon.

What you grow into (months 4+)

Once the core is dialed, you take on:

- Real estate admin: vendor follow-ups, entity compliance tracker maintenance for 6 LLCs, monthly utility re-billing through TenantCloud, document organization in Google Drive.
- General executive support: calendar coordination, vendor management, ad hoc research, document organization.
- Process building: this is core to the role, not a bonus. You will identify inefficiencies, propose better workflows, and write SOPs so our second location ramps faster than our first did. We want someone who improves how we work, not just executes what we tell them to do.
- Studio Manager track: at 12 to 18 months, raise plus scope to manage a small ops team as we expand.

Hours and time zone

We are flexible on structure based on fit. Most candidates start at 20 hours per week for a 3-month paid trial, then expand to 35 to 40 hours per week. Strong candidates are welcome to negotiate full-time from day one if both sides align.

Minimum 4-hour daily overlap with US Pacific time during 9am to 1pm PT is non-negotiable. Most member communication and team coordination happens in that window.

Compensation

1,200 to 2,000 USD per month, depending on hours and experience:

- Phase 1 trial (months 1 to 3): typically 1,200 at 20 hrs/wk. Real work, real pay, mutual evaluation.
- Phase 2 (months 4 to 12): 35 to 40 hrs/wk at 1,800 to 2,000/mo as scope expands.
- Year 2 and beyond: Studio Manager track at 2,200+/mo with ops team management as we open the second location.

You handle your own taxes and benefits.

What we are looking for

We care more about how you think than what software you have used.

Must have:
- Native or fully fluent written English. You will write to US clients daily.
- Demonstrated ownership of operations or customer service in a small business. Corporate-only or BPO-only backgrounds will not work here.
- Comfort with Notion, Google Workspace, Slack at builder level, not just user level.
- A stable home office with reliable internet and a quiet space for video calls.
- Willingness to do the US Pacific morning shift consistently.
- Process-builder DNA. You can point to at least one SOP, template, workflow, or system you built in a past role that is still being used today.
- Genuine interest in multi-domain ownership. This role grows beyond studio operations. If you want a pure studio CS role, this is not it.

Strongly preferred:
- Mariana Tek or MindBody Online experience (2+ years admin/back-end). Reduces ramp from 6 weeks to 2.
- Boutique fitness, wellness, or studio operations background.
- Customer-facing communication experience with retention or sales pipeline ownership.
- Property management or real estate admin exposure.
- AI tool fluency for productivity (Claude, ChatGPT, automation workflows) used as an assist, not a substitute for your thinking.

Disqualifies you:
- Heavy reliance on AI tools to produce your work output. We use AI to think faster, not instead of thinking.
- Multiple short stints (average tenure under one year across last three roles).
- Cannot consistently work US AM hours.
- Currently affiliated with a VA staffing agency. We want a direct hire.

How to apply

To prove you read this whole posting:

1. Put the word REFORMER in the subject line or first line of your application message.
2. Attach a one-paragraph answer (3 to 5 sentences) to this question: "A member emails saying she was double-charged for her monthly membership. Walk me through how you would resolve this, what you would say to her, and what you would document internally."
3. Show your work. Share one example of an SOP, template, checklist, or workflow you have built. Send a screenshot, link, or 3-sentence description with the problem it solved.
4. In 2 to 3 sentences: which other domain (real estate admin, executive support, or process building) excites you most and why?
5. Send your CV or LinkedIn profile.

Job Types: Full-time, Part-time, Permanent

Pay: R$5,000.00 - R$11,500.00 per month

Work Location: Remote