20 hours per week, Monday through Friday. NYC based, with at least two days a week onsite. Reports to our Head of Experience. Rate: $24 to $28 per hour depending on experience, with 20 hours per week guaranteed.

About Drawing Room

Drawing Room is a creative practice space in NYC, with studios in Midtown and Williamsburg. People come here to draw, paint, and work in clay. We're not a school. We call our programs Journeys, they run in seasons, and a few thousand people move through our doors a year.

We're a team of about 25. Most of them are in the studios, teaching and hosting. This role is the one that keeps everything working behind the scenes.

The role

Drawing Room's information lives in four places: our shared inbox, Momence (our booking and membership platform), our website, and our Google listings. Your job is that those four never disagree with each other.

When a season launches, you're the person who builds it everywhere it needs to exist and then keeps it accurate as things change. When a guest writes in, you're the person they hear from. When the website says one price and the cart charges another, you're the person who catches it, usually before anyone else notices. And when someone on our studio team is standing in front of a guest and needs an answer right now, you're who they ask.

It's part customer service and part systems. If you like taking something messy and making it run cleanly, and you also like talking to people who are excited about making things, this is a good fit. If only one of those two appeals to you, it probably isn't.

What you'll do

The guest inbox

• Work our shared email inbox and the Momence inbox twice a day, once between 9 and 11am and once between 3 and 5pm

• Answer questions about classes, memberships, scheduling, refunds, and private events, using our internal FAQ and guest response guides

• Own each thread until it's actually resolved. You close it out, not someone else

• Chase down internal answers when a guest is waiting on a teammate. Part of this job is advocating for the guest inside our own team, which sometimes means nudging a manager

• Pick up the Monday handoff from our weekend host team

• Monitor Momence task notifications and make sure each one is actioned, assigned, or escalated. Anything sitting unresolved gets flagged to whoever owns it

• Know what to escalate and what to decide yourself. We'll give you clear lines on both

Supporting the team

Our studio team is on the floor with guests all day and they need fast answers. You're one of the people they get them from.

• Monitor our internal ask-team Slack channel during both of your daily windows, alongside leadership. Answer questions about admin processes, guest situations, Momence, and inbox handling

• Monitor the daily recap channel and respond to flags and questions in your remit, especially anything about guests, bookings, or admin process. It doubles as your check in on what happened across shifts

• When a question doesn't have a documented answer, get one and then write it down, so it gets answered once instead of eleven times

Season launches

Every season, our Head of Learning designs new programs and our founder approves the positioning and pricing. Then it comes to you, and you make it real:

• Build the program in Momence: dates, capacity, pricing, materials, policies. Ensure correct use of templates and tags that are required for various purposes.

• Own the build, update, and QA the page on our website, collaborating with other team members

• Run the parity check before it goes live. Same price, same dates, same capacity, same description, everywhere. Check the purchase flow on web and mobile, and make sure everything is working and nothing is broken.

• Keep it accurate once it's live. Waitlists, schedule changes, sold out states, swaps, etc.

Keeping things true

• Website updates in Squarespace: class listings, schedules, prices, instructor bios, FAQ, seasonal swaps, broken links

• Google Business Profile for both studios: hours, holiday hours, photos, service listings

• Draft and post responses to Google reviews, escalating anything sensitive

• Improve our internal documentation as our processes change

• Spot the patterns. If the same guest question comes up several times, that's a broken system, and we want you to say so

The rest

• Light scheduling and calendar support for teams and the spaces

• Whatever the week actually needs. We're a small business

What we're looking for

• Two or more years in customer service, hospitality, front desk, studio admin, or similar

• Comfortable writing. Much of this job is short, warm, clear emails, and the tone matters to us

• Confident being the person with the answer. A real part of this role is our own team asking you questions and trusting what you tell them

• Genuinely organized. Not "I keep a to do list" organized, but "nothing falls through" organized

• Comfortable in software, and curious about how tools work. You don't need to have used ours

• Able to work independently. Nobody is watching you work, and we need to be able to trust the windows

• Based in NYC, on-site at least two days a week

• Available Monday through Friday during business hours

Helpful but not required: Squarespace or another CMS. A booking or membership platform (Momence, Mindbody, Arketa, Punchpass). A shared inbox tool (Hiver, Front, Help Scout). Notion. An art practice of your own, or at least real interest in one.

Logistics and benefits

In person, based in NYC and at our Midtown and Williamsburg locations.

• 20 hours per week guaranteed, Monday through Friday, with room to grow as the role does

• Anchored at our Midtown studio at least one day a week, with occasional days in Williamsburg, plus onboarding

• Two required check in windows a day. Mondays/Tuesdays required onsite.

• Weekends are covered by a distributed team, so you're genuinely off

• $24 to $28 per hour depending on experience

• 40 hours of paid safe and sick leave, 1 hour accrued every 30 hours worked.

• 2 weeks of paid time off per year

• Staff membership including monthly workshops, guest passes, and studio access.

• Start date: ASAP