Customer Care Representative

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

📋 Description

• Manage each Partner interaction from start to finish through chat, email, and scheduled Zoom calls, fostering trust, rapport, and collaboration throughout the process.

• Be present for your shifts and your Partners. You will work designated hours and remain available and engaged with incoming requests during that time. The pace is consistent, the volume is substantial, and your Partners rely on your presence when they need assistance.

• Take ownership of the resolution rather than just providing a response. You are responsible for addressing the Partner's issue on the first attempt whenever possible — not merely replying quickly. This involves thoroughly investigating the actual problem, confirming that the solution was effective, and ensuring the Partner does not have to revisit the same issue.

• Think innovatively, adapt quickly, navigate uncertainty, and collaborate strategically with stakeholders. You will tackle challenges across the entire spectrum of the Arketa product, engaging with Product, Engineering, Onboarding, and Migrations teams to assist Partners with issues that lack straightforward solutions.

• Harness the full capabilities of Arketa for every Partner. Resolve genuine operational challenges, tailor solutions to match their business operations, and transform Partners into our strongest advocates through expertise, understanding, and consistent follow-through.

• Become and remain an expert on Arketa. Continuously acquire knowledge of new features, utilize AI-assisted internal tools to expedite your research and drafting, and ensure the accuracy and consistency of the Arketa voice in every communication sent out under your name.

• Serve as an internal advocate for our Partners. Relay insights and industry feedback back to Product, Engineering, and CX leadership to enhance features and reduce the likelihood of repeat inquiries.

⛳️ Requirements

• Exceptional written communication skills. You can articulate complex concepts clearly, warmly, and succinctly in both chat and email.

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

• Strong judgment and the capacity to problem-solve swiftly, always considering the Partner experience.

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

• Team-oriented. We work together, and you will play a crucial role in helping the team achieve its objectives.

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

• 1–2 years of experience in a Customer Support, contact center, or customer-facing operations position — 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 an equivalent.

• Proficient with Intercom, Slack, Notion, and Google Suite. If not, you must be quick to learn new tools.

• Comfortable utilizing AI-assisted tools to enhance your work efficiency.

• Bachelor's degree or equivalent four-year post-secondary education.

🏝️ Benefits

• Competitive Salary

• Stock Options

• Comprehensive Medical, Vision and Dental Insurance

• Unlimited PTO

• Wellness Reimbursement

• Ownership and Opportunity for Advancement