Director of Customer Care

Arketa

8d•$169,000 - $175,000

About The Position

Arketa is seeking a Director of Customer Care to lead the support function as we scale. Reporting to the VP of Customer Experience, you'll empower a team of team leaders and the support specialists who report to them. You will drive operational excellence on every partner touchpoint, own the strategic direction of Customer Care, and partner across Sales, Product, and Engineering to continuously improve the platform experience for our partners. You'll be responsible for the support experience of thousands of wellness operators today and many times that in the years ahead. The ideal candidate is energized by building scalable infrastructure in a high-growth environment, investing deeply in team development as we scale, and setting a high bar for what "best-in-class support" looks like in the wellness category. Customer Care sits within Arketa's Customer Experience organization, alongside onboarding, data migration, education, and retention. CX is the linchpin of our partner relationship. For many of our partners, the support team is the human face of Arketa. The Director of Customer Care will shape what this function looks like for the next several years and will be a critical partner to Product, Engineering, Sales, and the broader CX organization.

Requirements

Proven track record of delivering an extremely high level of partner satisfaction across a partner base while also taking pride in driving operational efficiencies.
Senior leadership experience owning a customer support or customer care function within a SaaS or technology environment, including managing managers.
Experience designing and scaling support operations within a high-volume SMB environment.
Demonstrated ability to build and develop high-performing teams and scalable infrastructure in a high-growth environment.
Fluency with modern CX tooling and automation platforms, with experience leveraging AI and workflow automation to improve efficiency and quality.
Strong cross-functional operator with a track record of translating partner insights into product improvements.

Nice To Haves

You have run a wellness business, taught fitness, or been a partner-side user of a platform like Arketa. You bring genuine empathy for what our partners do every day.

Responsibilities

Foster a culture of engagement and excitement to drive partner-centered results, where the team feels empowered to put partners first and develop their careers at Arketa.
Empower a team of team leaders and their support specialists, investing in their growth as Arketa scales and building the next generation of CX leadership at the company.
Lead the strategic direction of Customer Care for Arketa's partners, including identifying and implementing emerging technologies and AI-enabled workflows that drive operational excellence and exceptional partner outcomes.
Own execution of quarterly and annual objectives for the Customer Care function.
Lead change management in planning and facilitating organization-wide improvement to the partner experience.
Partner closely with Product and Engineering to continuously improve the platform experience by translating partner feedback, recurring escalations, and root-cause analysis into product improvements that prevent the next 100 tickets, not just resolve the last 10.
Own relationship and retention management for our highest-stakes partner situations, including VIP accounts, multi-location operators, and churn-risk moments, turning them into retention wins through thoughtful, fast resolution.
Solicit regular internal and external partner feedback to lead continuous process improvements to the partner experience.
Work cross-functionally with Sales, Onboarding, Account Management, and other CX teams to deliver improvements to the partner experience that go beyond the support ticket.