Senior Customer Service Representative - SME

Arketa

6d•$26 - $34

About The Position

Arketa is seeking a Senior Customer Service Representative (SME) to join their Customer Experience team. This role is crucial for supporting studio owners and wellness entrepreneurs who use the Arketa platform. The primary goal is to ensure that customer questions are not repeated, by acting as a real-time resource for a team of 10-15 CX reps. The role involves spending up to half the week on the live customer queue to maintain practical knowledge of the product and tooling. The remaining time will be dedicated to unblocking teammates, identifying patterns in customer inquiries, and systematically closing knowledge gaps. Success is measured by the reduction in repeat questions, not just the volume of answers provided.

Requirements

3+ years of frontline customer experience or customer support experience, ideally in SaaS.
Experience acting as an SME, escalation point, or peer coach on a support team.
Experience improving an AI knowledge base or measuring documentation effectiveness.
Strong product and process knowledge across a complex support surface area, or a demonstrated track record of getting to that depth quickly.
Comfort writing and documenting, including knowledge base articles and training material.
Ownership mindset, meaning you proactively close gaps rather than waiting to be asked.
Sound judgment on complex, ambiguous, or escalated tickets.
Ability to provide weekend coverage.
Documentation and writing are considered integral parts of the job.

Nice To Haves

Background in fitness, wellness, or working with small business owners and studio operators.

Responsibilities

Frontline queue coverage: Work the live customer queue up to 50% of the workweek, staying hands-on with the product, tooling, and customer interactions.
Prioritize complex, ambiguous, or escalated tickets where SME-level judgment is most valuable.
Use queue time as primary input for pattern recognition, feeding edge cases into weekly reviews.
Real-time frontline enablement: Act as the primary point of contact on Slack and Intercom for in-the-moment questions from 10-15 frontliners.
Own the response-time SLA for unblocking the team.
Triage the shared IC support queue daily for routing and prioritization.
Escalate important Linear tickets internally.
Pattern recognition and knowledge gap closure: Log every real-time question by category and frequency.
Run a weekly review of repeat questions and canceled Linear tickets to identify root causes and educate the team.
Publish or update at least one knowledge base article, macro, training note, or internal document per week.
Own the reduction of repeat questions and canceled tickets over time.
AI and knowledge enablement: Continuously improve Copilot by identifying gaps, validating responses, and partnering on knowledge updates.
Review unanswered and low confidence Copilot searches weekly and convert recurring gaps into documentation or training.
Champion Copilot-first behavior across the frontline.