Customer Care Representative

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

📋 Description

• Take full responsibility for each Partner interaction from start to finish through chat, email, and scheduled Zoom meetings—fostering trust, rapport, and collaboration throughout the process.

• Be present for your scheduled shifts and for your Partners. You will be expected to be available and engaged with the queue during your work hours. The pace is consistent, the volume is significant, and your Partners rely on your presence when they reach out.

• Ensure the resolution rather than just a response. You are accountable for addressing the Partner's issue effectively the first time whenever feasible — not merely providing a quick reply. This requires you to delve into the actual concern, verify that the solution worked, and close the case so the Partner does not have to revisit the same issue.

• Think innovatively, adapt quickly, navigate through uncertainty, and collaborate strategically with stakeholders. You will be problem-solving across the entire spectrum of the Arketa product, working alongside Product, Engineering, Onboarding, and Migrations teams to assist Partners with challenges that do not yet have a straightforward solution.

• Maximize the capabilities of Arketa for every Partner. Address genuine operational challenges, tailor solutions to fit their business needs, and transform Partners into our strongest advocates through knowledge, empathy, and commitment.

• Become and remain an expert in Arketa. Keep learning about new features, utilize AI-supported internal tools to enhance your research and drafting, and ensure the accuracy and Arketa tone in every response issued under your name.

• Represent our Partners within the organization. Share insights and industry feedback with Product, Engineering, and CX leadership to enhance features and minimize repeat inquiries.

⛳️ Requirements

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

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

• Exceptional written communication skills. You can articulate complex concepts in a clear, warm, and concise manner in both chat and email.

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

• Strong judgment and the capability to think on your feet, always prioritizing the Partner experience.

• Ability to recognize opportunities for process enhancements that lead to an outstanding Partner experience.

• A team-oriented mindset. We are all working towards common goals, and your contribution will be vital to helping the team achieve its objectives.

• Organized, self-motivated, and proactive. You are capable of exceeding expectations consistently.

🏝️ Benefits

• Competitive Salary

• Stock Options

• Unlimited PTO

• Wellness Reimbursement

• Ownership and Opportunity for Advancement