Customer Support Representative - United States

Arketa

1d•$23 - $29

About The Position

Arketa is hiring a Customer Support Representative to support studios, gyms, and wellness providers that use its all-in-one platform for managing hybrid wellness businesses. The Customer Experience team answers questions, resolves operational problems, and brings Partner feedback to internal teams to help shape the product. The role owns inbound Partner support interactions from initial contact through resolution, guiding Partners through Arketa’s features and addressing issues such as scheduling, payments, migrations, and integrations. Support is provided through chat, email, and scheduled Zoom calls in a fast-paced, high-volume environment with multiple conversations handled in parallel. The position requires scheduled shift availability, including weekend and/or overnight availability; shift details are provided during the interview process. The Support Representative is accountable for resolving problems wherever possible on the first contact, confirming fixes, and following up to close the loop. The role collaborates with Product, Engineering, Onboarding, Migrations, and CX leadership, communicates Partner insights internally, and continually develops product expertise. Arketa also expects the representative to use AI-assisted internal tools to support research and drafting while ensuring responses are accurate and consistent with Arketa’s voice.

Requirements

1–2 years of experience in Customer Support, a contact center, or a customer-facing operations role; ideally in a high-volume environment with published SLA and CSAT targets.
Impeccable written communication, including the ability to explain complex topics clearly, warmly, and concisely in chat and email.
Ability to balance inbound chats, scheduled calls, and email inquiries while prioritizing multiple high-priority resolutions.
Strong judgment and on-the-spot problem-solving ability, with the Partner experience in mind.
Ability to identify process-improvement opportunities that contribute to a first-class Partner experience.
Team-oriented approach and willingness to contribute to team goals.
Organization, self-sufficiency, initiative, and willingness to go above expectations.
Availability for weekend and/or overnight shifts.

Nice To Haves

Experience working behind the desk of a wellness business, such as a yoga, pilates, or bootcamp business, and familiarity with industry software such as MBO, Arketa, or an equivalent.
Experience with Intercom, Slack, Notion, and Google Suite, or ability to learn new tools quickly.
Comfort using AI-assisted tools to accelerate work.
Four-year post-secondary education or a Bachelor’s degree.
Prior use of Arketa or a comparable platform inside a wellness business.

Responsibilities

Own Partner interactions from start to finish across chat, email, and scheduled Zoom calls.
Work scheduled hours and remain available and engaged with the support queue throughout the shift.
Investigate Partner issues, solve them wherever possible on the first contact, confirm fixes, and close the loop.
Guide Partners through Arketa’s features and tailor solutions to their business operations.
Collaborate with Product, Engineering, Onboarding, and Migrations to resolve Partner issues, including those without an established playbook.
Continuously learn Arketa features and use AI-assisted internal tools to support research and drafting while maintaining response accuracy and Arketa’s voice.
Bring Partner insights and industry feedback to Product, Engineering, and CX leadership to improve features and prevent repeat contacts.
Identify opportunities for process improvement that enhance the Partner experience.