[Hiring] Customer Support Advocate @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. This will include weekend shifts/coverage.

Responsibilities

• 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 by solving real operational problems and customizing solutions.
• Become and stay an Arketa expert, continuously learning new features and leveraging AI-assisted internal tools.
• Advocate for our Partners internally by bringing insights and industry feedback back to Product, Engineering, and CX leadership.

Qualifications

• 1–2 years of experience in a Customer Support, contact-center, or customer-facing operations role — ideally in a high-volume environment with published SLA and CSAT targets.
• Impeccable written communication skills, able to explain complex concepts clearly, warmly, and concisely.
• Proven ability to balance inbound chats, scheduled calls, and email inquiries while managing multiple high-priority resolutions effectively.
• Great judgment and the ability to problem-solve on your feet, always keeping the Partner experience in mind.
• Ability to identify opportunities for process improvement that contribute to a first-class Partner experience.
• Team player, integral in helping the team hit its goals.
• Organized, self-sufficient, and a go-getter, able to exceed expectations.

Preferred Qualifications

• Experience working behind the desk of a wellness business (yoga, pilates, bootcamp, or similar) and using industry software like MBO, Arketa, or an equivalent.
• Experience with Intercom, Slack, Notion, and Google Suite; ability to learn new tools quickly.
• Comfort using AI-assisted tools to accelerate work.
• Four-year post-secondary education / Bachelor's degree.

Benefits

• Competitive Salary
• Stock Options
• Unlimited PTO
• Wellness Reimbursement
• Ownership and Opportunity for Advancement