Director of Customer Care

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

📋 Description

• This position involves a builder's mindset. Anticipate being both hands-on and strategic during the first six months, crafting playbooks and developing the team that you will scale.

• Cultivate a culture of engagement and enthusiasm to achieve partner-focused results, ensuring the team feels empowered to prioritize partners and advance their careers at Arketa.

• Equip a team of leaders and their support specialists, investing in their development as Arketa expands and nurturing the next generation of CX leadership within the organization.

• Steer the strategic vision of Customer Care for Arketa's partners, which includes recognizing and applying emerging technologies and AI-driven workflows that enhance operational excellence and deliver outstanding partner outcomes.

• Take ownership of the execution of quarterly and annual objectives for the Customer Care department.

• Drive change management by planning and facilitating organization-wide enhancements to the partner experience.

• Collaborate closely with Product and Engineering teams to continually enhance the platform experience by converting partner feedback, recurring escalations, and root-cause analyses into product enhancements that prevent future issues rather than merely resolving past ones.

• Manage relationship and retention efforts for our most critical partner situations, including VIP accounts, multi-location operators, and moments of potential churn, transforming them into retention successes through thoughtful and prompt resolution.

• Regularly gather internal and external partner feedback to spearhead ongoing process enhancements for the partner experience.

• Work collaboratively across Sales, Onboarding, Account Management, and other CX divisions to implement improvements to the partner experience that extend beyond support tickets.

⛳️ Requirements

• Demonstrated success in achieving an exceptionally high level of partner satisfaction across a diverse partner base while also emphasizing operational efficiencies.

• Senior leadership experience managing a customer support or customer care function within a SaaS or technology setting, including oversight of managerial staff.

• Experience in designing and scaling support operations in a high-volume SMB context.

• Proven ability to build and nurture high-performing teams and scalable infrastructures in a rapidly growing environment.

• Proficiency with contemporary CX tools and automation platforms, along with experience utilizing AI and workflow automation to enhance efficiency and quality.

• Strong cross-functional operator with a history of translating partner insights into product enhancements.

• Bonus: Experience running a wellness business, teaching fitness, or being a partner-side user of a platform like Arketa, bringing authentic empathy for our partners' daily challenges.

🏝️ Benefits

• Ownership and Opportunities for Advancement

• Competitive Salary and Stock Options

• Unlimited PTO: *Our policy aims to provide you with the flexibility to rest, recharge, and attend to personal matters while remaining aligned with your team and responsibilities.*

• Medical, dental, and vision health insurance

• Fitness Class Reimbursement: *We are dedicated to promoting both employee wellness and our industry relationships. As an Arketa employee, we view movement as an opportunity.*

• Parental Leave Policy