Customer Support Representative

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

📋 Description

• Serve as the primary contact for Partners regarding incoming support inquiries.

• Take responsibility for each interaction from the initial message to resolution through chat, email, and scheduled Zoom meetings.

• Assist Partners in navigating Arketa features and address operational issues related to schedules, payments, migrations, and integrations.

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

• Maintain scheduled availability and actively engage with the support queue.

• Collaborate with Product, Engineering, Onboarding, and Migrations teams to tackle complex issues.

• Acquire knowledge of Arketa features and utilize AI-assisted internal tools to research and formulate responses.

• Ensure the accuracy and consistency of responses in alignment with Arketa’s voice.

• Provide Partner insights and industry feedback to the Product, Engineering, and Customer Experience leadership teams.

• Influence product decisions and the development roadmap while helping to reduce repeat inquiries.

⛳️ Requirements

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

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

• Exceptional written communication skills in both chat and email formats.

• Ability to manage inbound chats, scheduled calls, and email inquiries while juggling multiple high-priority resolutions.

• Strong judgment and quick problem-solving skills.

• Capacity to identify opportunities for process improvements.

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

• 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 a strong aptitude for quickly learning new tools.

• Comfortable using AI-assisted tools.

• Availability for weekend and/or overnight shifts.

• U.S. work authorization and sponsorship information is requested in the application.

🏝️ Benefits

• Stock Options

• Comprehensive Medical, Vision, and Dental Insurance (for U.S.-based employees)

• Unlimited PTO

• Wellness Reimbursement

• Opportunities for Ownership and Advancement

• Pre-approved hours beyond 40 per week paid at 1.5x the standard rate