Mindbody Specialist / Virtual Assistant

About the Role
We are seeking a proactive and organised Virtual Assistant to support our pilates studio based in Brisbane. The role covers lead follow-up, client communication and front desk reporting to take pressure off the day-to-day running of the studio.

The priority is fast, on-brand responses to new leads and client enquiries, alongside consistent reporting to support sales and retention.
As this role involves direct client communication via Mindbody Messenger and email , a friendly and adaptable communication style is essential.

The role will start at approximately 10-15 hours per week, with some additional hours required during busy sale periods and/or weekends.

Key Responsibilities
Lead & Client Communication
● Send new lead messages promptly and respond to all client email s and enquiries
● Send orientation confirmation text messages, orientation class follow-ups, and birthday offer texts
● Following set procedures relating to client communication (new enquiries, post-orientation check-ins, pack renewals and lapsed clients), including checking and updating daily contact logs.
● Provide weekend coverage for new lead texts and client messages via Mindbody Messenger, working with the in-studio team to follow up as quickly as possible with phone contact.

Client Administration & Reporting
● Check daily class attendance to confirm all clients have been checked in, communicating with the in-studio team when necessary, and checking class packs are being allocated correctly (during special studio events).
● Run reports on (for example): client milestones; dropped off clients, and other reports relating to client attendance and utilisation; sales events preparation (e.g. expiring pack reports, noting specific client pack expiries and no. of classes remaining).
● Use of Mindbody Point of Sale to process complimentary classes or other authorised transactions.
● Reporting to and collaborating with the studio owner and in-studio team to ensure a smooth and efficient client experience.

Skills & Experience
Essential
● Mindbody Business, Mindbody Messenger (or similar fitness/wellness CRM platform)
● Familiar with Google Suites + WhatsApp
● Excellent written and verbal English communication skills, with proven VA experience and ability to adapt to client's brand tone
● Comfortable picking up the client's style and mode of communication, particularly around new lead follow-up
● Attention to detail and strong sense of initiative.

Highly Regarded
● Previous experience working with franchised pilates studios

Schedule
● Estimated 12 + hours a week, with some additional hours required during busy sale periods.
● Preferred hours: 8 to 10am AEST weekdays, plus weekday availability between 4pm – 6pm highly desirable to check in on any client Mindbody Messages / new leads received while in-studio admin team are not working.
● Some weekend coverage needed between 8-10am AEST (TBC)

We're not looking for someone to simply send out messages on a schedule. We're looking for someone who can pick up the studio's tone and become a genuine extension of the front desk and studio team, keeping leads and clients engaged even when the owner is stretched thin.