Customer Care Representative

This is a fully remote position, open to applicants in Australia.

📋 Description

• Deliver comprehensive support for Partners through chat, email, and scheduled Zoom meetings.

• Assist Partners in navigating Arketa features and addressing issues related to scheduling, payments, migration, and integration.

• Handle multiple interactions in a dynamic, high-volume support setting.

• Remain accessible and engaged with the support queue during designated shifts.

• Investigate issues, validate solutions, and follow up with Partners to ensure closure.

• Work collaboratively with Product, Engineering, Onboarding, and Migrations teams to resolve intricate problems.

• Tailor solutions to meet the specific operational needs of Partners.

• Continuously enhance knowledge of Arketa features and utilize AI-assisted internal tools for research and drafting.

• Maintain accuracy in responses while embodying the Arketa voice.

• Provide insights and feedback from Partners to Product, Engineering, and CX leadership.

• Impact product decisions, roadmaps, and process enhancements.

⛳️ Requirements

• 1–2 years of experience in Customer Support, contact center, or customer-facing operations roles.

• Ideally, experience in a high-volume environment with established SLA and CSAT targets.

• Exceptional written communication skills for chat and email correspondence.

• Capability to balance incoming chats, scheduled calls, and email inquiries while prioritizing multiple high-priority resolutions.

• Strong judgment and the ability to solve problems independently.

• Ability to recognize opportunities for process improvement.

• Team-oriented, organized, self-motivated, and proactive.

• Availability to work on Saturdays and/or Sundays.

• Availability for shifts from 7:00 PM to 3:30 AM Eastern Time, which corresponds to approximately 10:00 AM to 6:30 PM Sydney time.

• Preferred: experience in a wellness business and familiarity with MBO, Arketa, or similar industry software.

• Preferred: experience with Intercom, Slack, Notion, and Google Suite, or the ability to quickly learn new tools.

• Preferred: comfort with AI-assisted tools.

• A Bachelor's degree or four-year post-secondary education is preferred.

• Must have authorization to work in Australia, with sponsorship requirements outlined in the application.

🏝️ Benefits

• Stock options.

• Pre-approved hours exceeding 40 per week compensated at 1.5 times the standard rate.

• Remote work arrangement.

• Access to AI-assisted internal tools.

• Option to opt-out of internal interview recording without impacting candidacy.