Customer Care Representative

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

📋 Description

• Manage every Partner interaction from beginning to end through chat, email, and scheduled Zoom calls — fostering trust, rapport, and collaboration throughout the process.

• Be present for your shifts and for your Partners. You will adhere to your scheduled hours and remain accessible and engaged with the queue during that time. The workflow is consistent, the volume is significant, and your Partners rely on your availability when they reach out.

• Take full responsibility for the resolution, not just the response. You are accountable for addressing the Partner's issue effectively on the first attempt whenever possible — not merely responding quickly. This involves investigating the underlying problem, verifying that the solution is effective, and ensuring the Partner does not need to revisit the same issue.

• Employ creative thinking, adapt swiftly, navigate uncertainty, and collaborate strategically with various stakeholders. You will address challenges across the entire Arketa product, working alongside Product, Engineering, Onboarding, and Migrations teams to assist Partners with issues that lack straightforward solutions.

• Harness the full capabilities of Arketa for each Partner. Tackle genuine operational challenges, tailor solutions to fit their business operations, and transform Partners into our most enthusiastic supporters through expertise, empathy, and diligent follow-through.

• Become an expert in Arketa and maintain that expertise. Continuously explore new features, utilize AI-assisted internal tools to enhance your research and drafting processes, and ensure the accuracy and consistency of the Arketa voice in all responses sent under your name.

• Represent our Partners internally. Share insights and industry feedback with Product, Engineering, and CX leadership to enhance features and reduce repeat contacts.

⛳️ Requirements

• 1–2 years of experience in Customer Support, contact-center, or customer-facing operational roles — preferably in a high-volume setting with established SLA and CSAT targets.

• Exceptional written communication skills. You can convey complex information clearly, warmly, and succinctly through chat and email.

• Demonstrated ability to manage inbound chats, scheduled calls, and email inquiries while effectively prioritizing multiple high-priority resolutions.

• Strong judgment and the capability to problem-solve on the fly, always considering the Partner experience.

• Ability to recognize opportunities for process enhancements that contribute to an exceptional Partner experience.

• Collaborative team player. We succeed together, and you'll be a vital part of helping the team achieve its objectives.

• Organized, self-motivated, and proactive. Capable of exceeding expectations in your role.

• Experience working in a wellness business (yoga, pilates, bootcamp, or similar) and familiarity with industry software such as MBO, Arketa, or similar tools.

• Proficient in Intercom, Slack, Notion, and Google Suite. If not, you should have the ability to quickly learn new tools.

• Comfortable using AI-assisted tools to enhance your productivity.

• A four-year post-secondary education / Bachelor's degree.

🏝️ Benefits

• Competitive Salary

• Stock Options

• Unlimited PTO

• Wellness Reimbursement

• Ownership and Opportunity for Advancement