Customer Care Representative

About Arketa

Arketa is developing a modern operating system for fitness and wellness businesses. Our mission is to make wellness more accessible by empowering studios and wellness entrepreneurs to expand beyond traditional in-person classes. We deliver an integrated platform that supports hybrid wellness businesses — whether they operate online, in person, or both.

The Arketa platform enables users to manage scheduling, accept bookings and payments, build on-demand video libraries, host retreats, and conduct marketing campaigns via text and email. Additionally, we provide fully branded apps and websites, ensuring studios offer a professional and seamless customer experience across all touchpoints.

Having recently secured $15 million in Series A funding, we are growing rapidly. This is an exciting opportunity to join a fast-expanding company and help shape the future of wellness.

Role Overview

We seek passionate fitness lovers and wellness advocates to join our Customer Experience team. As the first point of contact, you will support studios, gyms, and wellness providers using Arketa. Your role will involve answering inquiries, resolving operational challenges, and representing Partner feedback to influence product improvements. Experience with wellness platforms like Arketa or similar is a plus.

Daily Responsibilities

• Manage inbound Partner communications via chat, email, and Zoom from initial contact to problem resolution, building strong relationships along the way.
• Commit to your scheduled shifts and remain actively engaged with the support queue, handling a consistent volume of inquiries.
• Ensure issues are fully resolved the first time by thoroughly investigating problems and verifying resolution, avoiding repeat contacts.
• Apply creativity and agility to troubleshoot across the Arketa product, collaborating with Product, Engineering, Onboarding, and Migrations teams to solve complex problems.
• Customize solutions to fit Partner business operations and deliver exceptional support that builds loyalty.
• Maintain in-depth knowledge of Arketa features, utilizing AI-based tools to efficiently research and communicate solutions.
• Advocate for Partner needs internally by sharing insights with Product, Engineering, and CX leadership to enhance features and reduce recurring issues.

Candidate Requirements

• 1-2 years of experience in customer support, contact centers, or customer-facing operations, preferably in high-volume environments with clear SLA and CSAT targets.
• Hands-on experience working in a wellness business setting such as yoga, pilates, or bootcamp, with familiarity using industry software like MBO, Arketa, or equivalents.
• Excellent written communication skills, capable of clearly and warmly conveying complex information via chat and email.
• Ability to effectively manage multiple communication channels and high-priority issues simultaneously while prioritizing workload.
• Strong problem-solving skills and sound judgment focused on delivering outstanding Partner experiences.
• Aptitude for identifying process improvements that enhance Partner satisfaction.
• Collaborative team player attitude committed to collective success.
• Highly organized, proactive, and self-motivated, willing to exceed expectations.

Preferred Qualifications

• Familiarity with tools such as Intercom, Slack, Notion, and Google Suite or quick ability to master new platforms.
• Experience utilizing AI-supported tools to accelerate work processes.
• A bachelor's degree or equivalent post-secondary education.

Compensation and Benefits

• Competitive salary in the range of $38,000 to $44,000 per annum, commensurate with experience.
• Stock option opportunities.
• Unlimited paid time off to support work-life balance.
• Wellness reimbursement benefits.
• Ownership mentality and clear pathways for professional growth and advancement.

Diversity and Inclusion

Arketa is an equal opportunity employer committed to building a diverse workforce. We encourage applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic. We believe diversity fosters innovation and creativity, and we value candidates who share our ethos of respect and excellence.