[Hiring] Customer Care Representative @Arketa

Role Description

As a Customer Support Advocate, you'll act as the single point of contact for our Partners on inbound support inquiries, owning each interaction from first message to resolution. You'll guide Partners through Arketa's features, move quickly to creatively solve problems, and act as their internal advocate to influence our product decisions and roadmap. You'll address real operational problems for real wellness businesses — schedule issues, payment questions, migration blockers, integration hiccups — and deliver an exceptional experience that builds trust and loyalty to Arketa.

This is a fast-paced, high-volume support environment. You'll work across chat, email, and Zoom each day and manage multiple conversations in parallel.

Here's what you'll do day-to-day

• Own each Partner interaction start to finish across chat, email, and scheduled Zoom calls — building trust, rapport, and partnership along the way.
• Show up for your shift and your Partners, staying available and engaged with the queue during scheduled hours.
• Own the resolution, not just the response, ensuring the Partner's problem is solved the first time wherever possible.
• Think creatively, pivot fast, operate in ambiguity, and collaborate strategically across stakeholders.
• Unlock the full power of Arketa for every Partner, customizing solutions to their business needs.
• Become and stay an Arketa expert, continuously learning new features and leveraging AI-assisted tools.
• Advocate for our Partners internally, bringing insights and feedback back to improve features.

Qualifications

• Impeccable written communication skills.
• Proven ability to balance inbound chats, scheduled calls, and email inquiries.
• Great judgment and problem-solving skills, always keeping the Partner experience in mind.
• Ability to identify opportunities for process improvement.
• Team player, integral in helping the team hit its goals.
• Organized, self-sufficient, and a go-getter.

Requirements

• 1–2 years of experience in a Customer Support, contact-center, or customer-facing operations role.
• Experience working behind the desk of a wellness business and using industry software.
• Experience with Intercom, Slack, Notion, and Google Suite.
• Comfort using AI-assisted tools to accelerate work.
• Four-year post-secondary education / Bachelor's degree.

Benefits

• Competitive Salary
• Stock Options
• Comprehensive Medical, Vision and Dental Insurance
• Unlimited PTO
• Wellness Reimbursement
• Ownership and Opportunity for Advancement