[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 problems are 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 industry feedback back to improve features.

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, able to explain complex things clearly, warmly, and concisely in chat and email.
• Proven ability to balance inbound chats, scheduled calls, and email inquiries while managing and prioritizing 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, playing an integral part in helping the team hit its goals.
• Organized, self-sufficient, and a go-getter, able to go above and beyond what's expected.

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, or the ability to learn new tools fast.
• Comfort using AI-assisted tools to accelerate your work.
• Four-year post-secondary education / Bachelor's degree.

Benefits

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

Compensation for this contractor role is $24.04 USD per hour, based on a 40 hour week with potential for additional paid hours. We believe in pay transparency and are happy to share more detail during the interview process.

Company Description

Arketa is building the operating system for modern fitness and wellness. Our mission is to make wellness more accessible by empowering studios and wellness entrepreneurs to grow beyond in-person classes. We provide a powerful, all-in-one platform to manage and scale hybrid wellness businesses—whether online, in-person, or both.

We’ve raised $15M in Series A funding and are growing quickly. It’s a unique moment to join us—we’re building a category-defining company in a fast-moving space, and we’re looking for teammates who are excited to help shape the future of wellness.

Arketa is an equal opportunity employer and is committed to diversity in its workforce. We actively encourage applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.