Arketa is a wellness technology company that provides booking and business management software for studios and other wellness businesses offering yoga, Pilates, group fitness, and recovery programs. Its platform brings together membership management, marketing automation, on-demand video, and customizable branded websites and mobile apps, helping business owners manage operations and deliver a more connected client experience. Arketa also provides customer support as businesses build and grow their wellness offerings.
Customer Care Manager — United States Remote
Lead customer support teams at Arketa, a platform for fitness and wellness businesses. Coach performance, manage omnichannel queues, and improve partner support experiences.
Description
- Lead a team of Customer Support Representatives and Senior Customer Support Representatives
- Conduct weekly one-on-one meetings and manage performance from start to finish
- Review partner interactions and provide team members with practical coaching and feedback
- Maintain queue health for the team’s share of the omnichannel support queue
- Track TFR, TRES, ASA, and CSAT metrics each day
- Coordinate staffing and routing changes with the Customer Care Manager and Director
- Create career development paths and recognize high-potential team members
- Work with the Director and recruiting team to hire Customer Support Representatives and Senior Customer Support Representatives
- Champion a strong culture for both partners and employees
- Work with Product, Engineering, and the wider Customer Experience organization to identify queue trends and shape the partner experience
- Report to the Director of Customer Care
Requirements
- At least three years of experience managing individual contributors in customer experience, support, or contact-center operations
- Working knowledge of CX metrics including TFR, TRES, ASA, and CSAT
- Demonstrated success hiring, coaching, and retaining frontline support professionals
- Experience managing omnichannel queues across chat, email, and Zoom
- Excellent written communication skills and the ability to deliver useful feedback
- Sound judgment and confidence making real-time decisions that balance partner advocacy with business priorities
- Familiarity with Intercom, Notion, Slack, and Google Workspace
- Experience in a SaaS or small-business-focused environment is an advantage
- Hands-on experience working within a wellness business is an advantage
- Bachelor’s degree preferred but not required
- Applicants are asked to provide United States work authorization in the application form
Benefits
- Ownership of meaningful work with opportunities to progress
- Competitive compensation
- Stock options or equity participation
- Unlimited paid time off
- Medical, dental, and vision coverage
- Reimbursement for fitness classes
- Parental leave