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Salary: USD 80,000 - 135,000 / annual
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, run marketing automation, and launch branded apps and websites. Arketa has raised $15M in Series A funding and is growing rapidly.
You will be a first-line manager within the Customer Care function, reporting to the Director of Customer Care. You will own and manage a team of Customer Service Representatives (CSRs) and Senior CSRs, with a target ratio of 12:1. Your primary accountability is your team's development, performance, and the health of the omni-channel support queue they staff.
Key responsibilities include:
- Managing a team of CSRs and Senior CSRs with weekly 1:1s and end-to-end performance management
- Coaching the team through call/chat listening and providing specific, actionable feedback
- Owning queue health metrics (TFR, TRES, ASA, CSAT) and adjusting staffing and routing in partnership with peers and leadership
- Developing career paths for team members into Senior CSR, Manager, and beyond roles
- Hiring CSRs and Senior CSRs as the team scales
- Serving as a culture ambassador for how Arketa treats partners and employees
- Partnering with Product, Engineering, and the broader CX organization to surface patterns and influence the partner experience
This is a people-first role where success is measured by your team's growth, retention, and partner outcomes rather than personal queue throughput.
REQUIREMENTS:
- 3+ years managing individual contributors in a CX, support, or contact-center environment
- Fluency with CX metrics (TFR, TRES, ASA, CSAT) and a track record of using them to coach, not just report
- Experience hiring, coaching, and retaining frontline support talent
- Comfort with omni-channel queues (chat, email, Zoom)
- Strong written communication and ability to give feedback that lands
- Sharp judgment and ability to make real-time decisions balancing partner advocacy with business priorities
- Familiarity with Intercom, Notion, Slack, and Google Suite
- SaaS or SMB-serving environment experience is a plus
- Direct experience working in a wellness business (yoga, pilates, bootcamp, barre, or similar) is a plus
- Bachelor's degree preferred but not required
