Account Associate

JOB FAMILY SUMMARY: 

The ClassPass International team is responsible for growing and strengthening our partner ecosystem across global markets. This includes acquiring high-quality new fitness, wellness, and experiential partners, as well as nurturing and expanding relationships with existing partners. Through a combination of market expertise, strong local relationships, and strategic sales and account management, the team ensures we deliver exceptional value to our members and long-term success for our partners. 

JOB SUMMARY: 

The Account Associate supports the success and retention of ClassPass fitness and wellness partners across their region. This role is focused on day-to-day partner service, platform optimisation, and post-sale support. While primarily reactive, the Account Associate plays a vital role in ensuring partners are set up for success, resolving issues efficiently, and enabling the broader account management team to focus on strategic growth. 

MINIMUM QUALIFICATIONS AND REQUIREMENTS: 

• 1-2 years of experience in customer support, account coordination, or operational roles. 

• Strong communication and organisational skills. 

• Comfort using CRM systems, email platforms, and spreadsheets. 

• Detail-oriented, with the ability to manage multiple tasks at once. 

• Business-level proficiency in English (both verbal and written) 

• Excellent verbal and written Japanese language skills

• Alignment with Playlist core values and an eagerness to learn in a fast-paced environment 

 

PRINCIPAL DUTIES AND RESPONSIBILITIES: 

• Serve as the first line of support for ClassPass partners, resolving operational questions and issues via email and support channels. 

• Maintain up-to-date partner information in systems and ensure accurate listings and class schedules. 

• Collaborate with Account Managers to prepare reports, surface key partner needs, and support outreach campaigns. 

• Assist in the onboarding process for new partners, ensuring smooth activation on the platform. 

• Monitor partner performance and flag any concerns or opportunities to the broader team. 

• Deliver excellent partner experience by responding promptly, professionally, and empathetically. 

 

SCOPE OF SUPERVISION/AUTHORITY: 

Individual Contributor:​ Duties are performed under close supervision. Expected to follow standard procedures and escalate complex issues as needed. No direct management responsibility.