[Hiring] Senior Customer Service Representative @Arketa

Role Description

Our Customer Experience team is the front line for thousands of studio owners and wellness entrepreneurs who run their entire business on Arketa. As the Senior Customer Service Representative (SME), you are the real-time resource for a team of 10 to 15 CX reps and the owner of a single outcome: the same question should not need to be asked twice.

You will spend up to half your week on the live customer queue, working the same tooling, product surface, and escalations your teammates do. That is intentional. Credibility as a coach comes from staying a practitioner, and the edge cases you hit personally become the raw material for what you fix. The rest of your week goes to unblocking teammates in the moment, spotting the patterns behind their questions, and systematically closing the knowledge gaps that created those questions in the first place.

Success in this role is measured by how often your team no longer needs to ask, not by how many answers you give.

What You'll Do:

• Frontline queue coverage
• Work the live customer queue up to 50% of the workweek, staying hands on with the same product surface, tooling, and customer interactions the team supports
• Prioritize complex, ambiguous, or escalated tickets where SME-level judgment is highest value
• Use your queue time as the primary input for pattern recognition, feeding the edge cases you hit personally into the weekly review
• Real-time frontline enablement
• Act as the primary point of contact on Slack and Intercom for all 10 to 15 frontliners' in-the-moment questions
• Own the response-time SLA for unblocking the team
• Triage the shared IC support queue each day for routing and prioritization
• Escalate important Linear tickets internally
• Pattern recognition and knowledge gap closure
• Log every real-time question by category and frequency rather than simply answering it
• Run a weekly review of repeat questions and canceled Linear tickets to identify root cause (genuine bug, knowledge gap, or misfiled) and educate the team around those gaps
• Publish or update at least one knowledge base article, macro, training note, or internal document per week based on that review
• Own the rate of repeat questions and canceled tickets going down over time, not just the speed of your answers
• AI and knowledge enablement
• Continuously improve Copilot by identifying gaps, validating responses, and partnering on knowledge updates
• Review unanswered and low confidence Copilot searches weekly and convert recurring gaps into documentation or training
• Champion Copilot-first behavior across the frontline

What success looks like

• Meeting/ exceeding personal KPIs
• Driving operational improvements
• Ongoing, you will be measured on:
• Repeat question rate within 30 days
• Linear ticket cancellation rate
• Frontline Copilot adoption
• Unanswered and low confidence Copilot searches
• Average time to unblock frontline teammates
• Knowledge freshness, with critical KB updates published within 2 business days

Qualifications

• 3+ years of frontline customer experience or customer support experience, ideally in SaaS
• Experience acting as an SME, escalation point, or peer coach on a support team
• Experience improving an AI knowledge base or measuring documentation effectiveness
• Strong product and process knowledge across a complex support surface area, or a demonstrated track record of getting to that depth quickly
• Comfort writing and documenting, including knowledge base articles and training material
• Ownership mindset, meaning you proactively close gaps rather than waiting to be asked
• Sound judgment on complex, ambiguous, or escalated tickets

Bonus:

• Background in fitness, wellness, or working with small business owners and studio operators

You Should Apply If

• You get more satisfaction from fixing the root cause than from answering the same question quickly for the tenth time
• You want to stay close to the customer and the product rather than move into people management
• You like teaching and unblocking teammates, and you do it in writing as well as in the moment
• You're comfortable being measured on a downward trend in questions asked, not on volume of answers given
• You're mission-driven and excited about wellness becoming more accessible

You May Not Want to Apply If

• You can’t provide weekend coverage
• You're looking for a people management track, since this role has no direct reports, 1:1s, performance reviews, or PTO approvals
• You want final decision-making authority on refunds, credits, or churn-risk resolution, which sits elsewhere
• You want to own support process and strategy design or interviewing, since this role feeds input into those rather than owning them
• Documentation and writing feel like overhead to you rather than part of the job
• You want a slower pace or a more established later-stage environment

Benefits

• Ownership and Opportunity for Advancement
• Competitive Salary and Stock Options
• Flexible 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 pay rate is $26.00 - $34.00 USD per hour for a standard 40 hour week, with potential for additional compensated hours. We believe in compensating fairly and transparently, and we're happy to walk through the details during the interview process.