Customer Care Representative

Arketa

1d•$45,000 - $48,000•Remote

About The Position

Arketa is seeking a Customer Support Advocate to join their Customer Experience team. This role serves as the primary point of contact for studios, gyms, and wellness providers using the Arketa platform. The Customer Support Advocate will answer questions, resolve operational issues, and provide feedback to the product team. The ideal candidate is passionate about fitness and wellness, enjoys building relationships, and aims to increase access to wellness globally. Experience with Arketa or similar platforms is a plus. As a Customer Support Advocate, you will be the main point of contact for inbound support inquiries, managing each interaction from start to finish. You will guide users through Arketa's features, solve problems efficiently, and advocate for users internally to influence product development. Responsibilities include addressing operational issues such as scheduling, payments, and integration problems, ensuring an exceptional customer experience that fosters loyalty. This is a fast-paced, high-volume environment requiring proficiency in chat, email, and Zoom, with the ability to manage multiple conversations simultaneously.

Requirements

Impeccable written communication. You can explain complex things clearly, warmly, and concisely in chat and email.
Proven ability to balance inbound chats, scheduled calls, and email inquiries while managing and prioritizing multiple high-priority resolutions effectively.
Great judgment and the ability to problem-solve on your feet, always keeping the Partner experience in mind.
Ability to identify opportunities for process improvement that contribute to a first-class Partner experience.
Team player. We're in this together. You'll play an integral part in helping the team hit its goals.
Organized, self-sufficient, and a go-getter. Able to go above and beyond what's expected of you.

Nice To Haves

1–2 years of experience in a Customer Support, contact-center, or customer-facing operations role — ideally in a high-volume environment with published SLA and CSAT targets.
You've worked behind the desk of a wellness business (yoga, pilates, bootcamp, or similar) and have used industry software like MBO, Arketa, or an equivalent.
Experience with Intercom, Slack, Notion, and Google Suite. If not, the ability to learn new tools fast.
Comfort using AI-assisted tools to accelerate your work.
Four-year post-secondary education / Bachelor's degree.

Responsibilities

Own each Partner interaction start to finish across chat, email, and scheduled Zoom calls — building trust, rapport, and partnership along the way.
Show up for your shift and your Partners. You'll work scheduled hours and stay available and engaged with the queue during that time.
Own the resolution, not just the response. You're accountable for solving the Partner's problem the first time wherever possible — not just replying quickly. That means digging into the actual issue, confirming the fix landed, and closing the loop so the Partner doesn't have to come back for the same thing twice.
Think creatively, pivot fast, operate in ambiguity, and collaborate strategically across stakeholders. You'll problem-solve across the full surface area of the Arketa product, working with Product, Engineering, Onboarding, and Migrations to unblock Partners on issues that don't have a clean playbook yet.
Unlock the full power of Arketa for every Partner. Solve real operational problems, customize solutions to the way their business actually runs, and turn Partners into our biggest fans through expertise, empathy, and follow-through.
Become and stay an Arketa expert. Continuously learn new features, leverage AI-assisted internal tools to accelerate your research and drafting, and own the accuracy and Arketa voice of every response that goes out under your name.
Advocate for our Partners internally. Bring insights and industry feedback back to Product, Engineering, and CX leadership to improve features and prevent repeat contacts.