[Hiring] Director of Customer Care @Arketa

Role Description

Arketa is seeking a Director of Customer Care to lead the support function as we scale. Reporting to the VP of Customer Experience, you'll empower a team of team leaders and the support specialists who report to them. You will drive operational excellence on every partner touchpoint, own the strategic direction of Customer Care, and partner across Sales, Product, and Engineering to continuously improve the platform experience for our partners.

You'll be responsible for the support experience of thousands of wellness operators today and many times that in the years ahead. The ideal candidate is energized by building scalable infrastructure in a high-growth environment, investing deeply in team development as we scale, and setting a high bar for what "best-in-class support" looks like in the wellness category.

What You’ll Do:

• This is a builder's role. Expect to be as hands-on as you are strategic for the first six months, designing the playbooks and shaping the team you'll scale.
• Foster a culture of engagement and excitement to drive partner-centered results, where the team feels empowered to put partners first and develop their careers at Arketa.
• Empower a team of team leaders and their support specialists, investing in their growth as Arketa scales and building the next generation of CX leadership at the company.
• Lead the strategic direction of Customer Care for Arketa's partners, including identifying and implementing emerging technologies and AI-enabled workflows that drive operational excellence and exceptional partner outcomes.
• Own execution of quarterly and annual objectives for the Customer Care function.
• Lead change management in planning and facilitating organization-wide improvement to the partner experience.
• Partner closely with Product and Engineering to continuously improve the platform experience by translating partner feedback, recurring escalations, and root-cause analysis into product improvements that prevent the next 100 tickets, not just resolve the last 10.
• Own relationship and retention management for our highest-stakes partner situations, including VIP accounts, multi-location operators, and churn-risk moments, turning them into retention wins through thoughtful, fast resolution.
• Solicit regular internal and external partner feedback to lead continuous process improvements to the partner experience.
• Work cross-functionally with Sales, Onboarding, Account Management, and other CX teams to deliver improvements to the partner experience that go beyond the support ticket.

What success looks like

We believe in setting our team up to thrive.

Your 30/60/90 days:

• 30 Days: Meet with the team and learn about Arketa.
• 60-90 days: Own a slice of escalations and work to build ground-truth understanding before scaling delegation. Help architect team composition and operating approach.

If you're energized by rolling up your sleeves to build the function you'll one day lead from 30,000 feet, this is your moment.

Qualifications

• Proven track record of delivering an extremely high level of partner satisfaction across a partner base while also taking pride in driving operational efficiencies.
• Senior leadership experience owning a customer support or customer care function within a SaaS or technology environment, including managing managers.
• Experience designing and scaling support operations within a high-volume SMB environment.
• Demonstrated ability to build and develop high-performing teams and scalable infrastructure in a high-growth environment.
• Fluency with modern CX tooling and automation platforms, with experience leveraging AI and workflow automation to improve efficiency and quality.
• Strong cross-functional operator with a track record of translating partner insights into product improvements.

Bonus:

• You have run a wellness business, taught fitness, or been a partner-side user of a platform like Arketa. You bring genuine empathy for what our partners do every day.

Benefits

• Ownership and Opportunity for Advancement
• Competitive Salary and Stock Options
• Unlimited PTO: our policy is designed to give you the flexibility to rest, recharge, and take care of personal needs — while staying aligned with your team and responsibilities.
• Medical, dental and vision health insurance
• Fitness Class Reimbursement: we’re committed to supporting both employee wellness and our industry relationships. As an Arketa employee we see movement as opportunity.
• Parental Leave Policy
• For this role, the estimated annual base salary is up to $169,000 - $175,000, depending on experience and qualifications. In addition to base pay, we offer equity. We believe in compensating fairly and transparently, and we’re happy to provide 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.

With Arketa, studios can manage schedules, accept bookings and payments, build on-demand video libraries, host retreats, run automated marketing, and launch fully branded apps and websites. We make it simple for founders to deliver a seamless, professional experience across every customer touchpoint. 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 a leader who is excited to help shape what world-class partner support looks like in the wellness category.