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Salary: USD 23 - 27 / hourly
Arketa is building an operating system for modern fitness and wellness businesses. The company provides an all-in-one platform enabling studios and wellness entrepreneurs to manage schedules, accept bookings and payments, build on-demand video libraries, host retreats, and run marketing campaigns. Arketa has raised $15M in Series A funding and is growing rapidly.
As a Customer Support Representative, you will be the primary point of contact for Arketa's partners (studios, gyms, and wellness providers) on inbound support inquiries. You will own each interaction from first message to resolution, guiding partners through platform features and solving real operational problems such as scheduling issues, payment questions, migration blockers, and integration challenges. You will work across multiple channels—chat, email, and Zoom—managing multiple conversations in parallel in a fast-paced, high-volume environment.
Key responsibilities include:
- Own partner interactions end-to-end, building trust and rapport across chat, email, and scheduled Zoom calls
- Deliver first-contact resolution wherever possible, confirming fixes and closing the loop to prevent repeat contacts
- Problem-solve creatively across the full Arketa product surface, collaborating with Product, Engineering, Onboarding, and Migrations teams on issues without established playbooks
- Become an Arketa expert by continuously learning new features and leveraging AI-assisted internal tools
- Advocate internally for partners by bringing insights and feedback to Product and CX leadership to improve features and prevent repeat issues
- Maintain accountability for shift coverage and queue engagement during scheduled hours
This role requires weekend and/or overnight availability; shift details will be shared during the interview process.
REQUIREMENTS:
Required:
- 1–2 years of experience in Customer Support, contact-center, or customer-facing operations roles, ideally in high-volume environments with published SLA and CSAT targets
- Impeccable written communication skills; ability to explain complex topics clearly, warmly, and concisely in chat and email
- Proven ability to balance inbound chats, scheduled calls, and email inquiries while managing and prioritizing multiple high-priority resolutions
- Strong judgment and on-the-feet problem-solving ability, always keeping partner experience in mind
- Ability to identify process improvement opportunities that enhance partner experience
- Team player mentality and ability to contribute to team goals
- Organized, self-sufficient, and proactive; willing to go above and beyond expectations
Preferred:
- Experience working in a wellness business (yoga, pilates, bootcamp, etc.) and familiarity with industry software (MBO, Arketa, or equivalent)
- Experience with Intercom, Slack, Notion, and Google Suite, or ability to learn new tools quickly
- Comfort using AI-assisted tools to accelerate work
- Bachelor's degree or four-year post-secondary education
