Customer Care Manager

Arketa is creating an all-in-one operating platform for today’s fitness and wellness businesses.

Our mission is to make wellness more accessible by giving studios and wellness entrepreneurs the technology they need to grow beyond traditional in-person classes.

Our platform helps businesses manage both digital and physical operations from one place.

With Arketa, wellness brands can manage schedules, process bookings and payments, create on-demand video libraries, organize retreats, automate marketing, and launch branded websites and mobile apps.

We’re focused on making it easier for wellness entrepreneurs to provide a consistent, professional experience at every stage of the customer journey.

Following $15 million in Series A funding, Arketa is continuing to expand rapidly.

At Arketa, we’re looking for talented people who want to help build a category-defining company and shape the future of technology for the wellness industry.

About the Role

Arketa is seeking a Manager of Customer Care to lead a frontline team within our Customer Care organization.

Reporting to the Director of Customer Care, you will manage a team of Customer Service Representatives (CSRs) and Senior CSRs, with a target ratio of approximately 12 team members per manager.

This is primarily a people-leadership position. Rather than being measured by the number of support requests you personally resolve, your success will be determined by your team’s development, performance, retention, and the quality of outcomes they deliver for Arketa’s partners.

The position is ideal for an experienced customer experience leader who enjoys coaching people, improving support operations, and helping team members advance in their careers.

Key Responsibilities

• Lead and manage a team of CSRs and Senior CSRs, including conducting weekly one-on-one meetings.
• Take ownership of performance management by establishing clear expectations, providing regular feedback, and addressing performance concerns promptly.
• Coach team members by reviewing customer interactions and providing specific, practical feedback that improves their skills over time.
• Oversee your team’s portion of the omni-channel support queue across chat, email, and other communication channels.
• Monitor important customer experience metrics, including TFR, TRES, ASA, and CSAT, and use those insights to improve team performance.
• Work closely with the Director of Customer Care and other managers to adjust staffing, routing, and queue coverage when necessary.
• Support employee development by creating clear career pathways for CSRs interested in progressing into Senior CSR, management, and other leadership positions.
• Identify high-potential team members and help prepare them for future opportunities.
• Participate in recruiting, interviewing, and hiring new CSRs and Senior CSRs as the Customer Care organization expands.
• Promote a strong team culture and maintain high standards for how Arketa supports both its partners and employees.
• Collaborate with Product, Engineering, and the broader Customer Experience organization to identify recurring customer issues and improve the overall partner experience.

What We’re Looking For

• At least 3 years of experience managing individual contributors within customer experience, customer support, or a contact-center environment.
• Strong understanding of customer experience metrics such as TFR, TRES, ASA, and CSAT, with experience using performance data for coaching and improvement.
• Demonstrated experience recruiting, developing, coaching, and retaining frontline customer support professionals.
• Experience managing an omni-channel support environment involving channels such as chat, email, and Zoom.
• Excellent written communication and the ability to provide clear, constructive, and actionable feedback.
• Strong judgment and confidence making real-time decisions while balancing customer advocacy with business priorities.
• Familiarity with tools such as Intercom, Notion, Slack, and Google Workspace.
• Experience working in SaaS or with small and medium-sized businesses is an advantage.
• Previous experience working directly within a wellness business, such as yoga, Pilates, barre, bootcamp, or a similar fitness environment, is an added advantage.
• A bachelor’s degree is preferred but not required.

Benefits

Arketa offers a competitive benefits package designed to support employees professionally and personally, including:

• Competitive salary and stock options.
• Opportunities for career growth and advancement.
• Unlimited paid time off, providing flexibility to rest, recharge, and manage personal responsibilities while remaining aligned with team needs.
• Medical, dental, and vision health insurance.
• Fitness class reimbursement to encourage employee wellness and connection with the fitness industry.
• Parental leave.
• Meaningful ownership and the opportunity to contribute to a rapidly growing wellness technology company.