Customer Care Representative

About Arketa

Arketa is creating the operating layer for modern fitness and wellness businesses. The company’s goal is to make wellness easier to access by helping studios and wellness entrepreneurs expand beyond in-person classes. Its platform supports hybrid businesses with tools to manage schedules, take bookings and payments, build on-demand video libraries, run retreats, and launch text and email marketing campaigns. Arketa also provides custom-branded websites and apps to help businesses deliver a polished experience across every customer touchpoint.

The company has raised $15M in Series A funding and is scaling rapidly. This is an opportunity to join at an important stage and help shape a category-defining business in a fast-changing market.

Role overview

In this customer support role, you will be the first point of contact for Arketa’s partners, including studios, gyms, and wellness providers. You will handle incoming questions, resolve operational issues, and bring partner feedback back into the business so it can inform product improvements. The role is ideal for someone who enjoys relationship-building, clear communication, and helping wellness businesses succeed.

This position operates in a busy, high-volume support setting. You will work across chat, email, and Zoom each day while managing several conversations at once.

Key responsibilities

• Take ownership of partner interactions from the first message through final resolution across chat, email, and scheduled Zoom calls.
• Be present and responsive during scheduled shifts, staying engaged with the support queue throughout your working hours.
• Focus on solving the underlying issue, not just sending a quick reply, and make sure the fix is confirmed before closing the case.
• Use creative thinking and quick decision-making to work through complex or unclear issues in collaboration with Product, Engineering, Onboarding, and Migrations.
• Help partners get maximum value from the platform by tailoring solutions to their business workflows.
• Build product expertise continuously, use AI-assisted internal tools to speed up research and drafting, and keep every response accurate and on-brand.
• Share recurring issues, partner insights, and industry feedback with internal teams to improve the product and reduce repeat contacts.

Requirements

• 1 to 2 years of experience in customer support, a contact center, or another customer-facing operations role, ideally in a busy environment with SLA and CSAT targets.
• Strong written communication skills with the ability to explain complex topics clearly, warmly, and briefly in chat and email.
• Experience handling chats, scheduled calls, and email inquiries at the same time while prioritizing urgent resolutions.
• Sound judgment and a practical approach to solving problems while keeping the partner experience front and center.
• Ability to spot process improvements that lead to a stronger customer experience.
• A collaborative mindset and willingness to contribute to team goals.
• Well organized, self-directed, proactive, and willing to go beyond the minimum.
• Preferred: experience working in a wellness business such as yoga, pilates, bootcamp, or similar, with exposure to software like MBO, Arketa, or a comparable platform.
• Preferred: familiarity with Intercom, Slack, Notion, and Google Suite, or the ability to learn new tools quickly.
• Preferred: comfort using AI-assisted tools in day-to-day work.
• Preferred: a four-year post-secondary education or bachelor’s degree.

Perks and compensation

• Competitive salary.
• Stock options.
• Unlimited PTO.
• Wellness reimbursement.
• Opportunity for ownership and advancement.
• Estimated annual base salary: $45,000 to $48,000, depending on experience and qualifications.
• Compensation range: $45K to $48K.

Equal opportunity statement

Arketa is an equal opportunity employer and values a diverse workforce. Applications are welcome from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. The company believes inclusive teams drive stronger innovation, creativity, and collaboration.