Services Manager

Arketa

1d•$50,000 - $60,000•Hybrid

About The Position

Arketa is seeking a Services Manager to own the relationship with a portfolio of Partners, from initial contact to long-term loyalty. The role involves resolving Partner problems quickly and warmly via chat, email, and Zoom, as well as proactively checking in on their business, identifying growth opportunities, and occasionally assisting with studio operations. A consultative approach is key, focusing on the Partner's business outcomes to ensure they remain loyal and become advocates for Arketa. This is a fast-paced, high-touch role in a growing company.

Requirements

Experience teaching, running, or managing a wellness business (yoga, pilates, bootcamp, or similar).
Experience using industry software such as MBO, Arketa, or an equivalent.
Impeccable written and verbal communication skills, with the ability to explain complex topics clearly and concisely across various channels.
Proven ability to manage a reactive support queue, proactive outreach, scheduled calls, and in-person visits while prioritizing multiple tasks.
Strong judgment and problem-solving skills, with a focus on the Partner experience.
An eye for process improvement to enhance the Partner experience.
Team player mentality.
Organized, self-sufficient, and proactive with a willingness to go above and beyond.

Nice To Haves

1-2 years of experience in Customer Support, Customer Success, account management, or a customer-facing operations role, preferably in a high-volume environment with SLA and CSAT targets.
Experience with Intercom, Slack, Notion, and Google Suite, or the ability to learn new tools quickly.
Comfort using AI-assisted tools.
Four-year post-secondary education / Bachelor's degree.

Responsibilities

Own Partner relationships from start to finish, acting as the first line of support across multiple channels and ensuring first-time resolution of operational issues.
Proactively manage a portfolio of Partners by checking in, reviewing business performance, and identifying opportunities for improvement.
Provide consultative guidance to Partners on how to maximize their use of Arketa and improve their business operations.
Act as a virtual studio manager when needed, assisting with the operational aspects of a Partner's studio on the platform.
Visit Partner studios in person 2-3 days a week in the Austin metro area to build relationships and understand their businesses.
Become an expert on Arketa's features and tools, ensuring accuracy and brand voice in all communications.
Advocate for Partners internally by providing feedback to Product, Engineering, and CX leadership to improve features and prevent issues.