[Remote] Customer Care Representative

Note: The job is a remote job and is open to candidates in USA. Arketa is building the operating system for modern fitness and wellness, aiming to make wellness more accessible. The Customer Care Representative will support partners by providing assistance and fostering relationships to enhance their experience with Arketa's platform.

Responsibilities

• Support our Partners (customers) by answering their questions with speedy, friendly responses via chat or email
• Go above and beyond in creating a magical experience for our customers by hopping on a Zoom call to walk through their inquiries
• Guide new Partners through the onboarding and migrating process
• Host weekly webinars
• Troubleshooting and problem solving quickly to deliver fast responses
• Turn grumpy folks into our biggest fans using empathy, transparency, and de-escalation
• Become an expert on all things Arketa by learning new tools and keeping our customers educated
• Always advocating for our Partners while also advocating for Arketa
• Report on insights + industry feedback from customers to improve product features

Skills

• You love meeting and helping new people, kindness comes easily to you, and you have a great attitude!
• You have worked behind the desk of a wellness business (i.e. a yoga, pilates, bootcamp studio or something similar), using industry software like MBO, Arketa, or an equivalent
• You have previous experience in a role requiring impeccable written communications across social and email
• Have great judgment and can problem solve on your feet, always keeping the customer experience in mind
• Ability to identify opportunities for process improvement that contributes to a first-class customer experience
• Can explain complex issues clearly
• Great at multi-tasking. Able to manage numerous requests and time demands concurrently, while achieving goals
• Team player - we're in this together. You will play an integral part of helping our team and work hard to help achieve goals
• Organized, self-sufficient and a go-getter. Able to go above and beyond what is expected of you
• 1-2 years experience in a Customer Support, Communications/PR, or social-oriented role
• Four-year post-secondary education/Bachelor's degree (preferred)
• Experience with Intercom, Slack, Notion and Google Suite a big plus. If not, the ability to learn new tech fast will be very important

Benefits

• Competitive Salary, Stock Options, and Performance-based Bonuses
• Comprehensive Medical, Vision and Dental Insurance
• Unlimited PTO
• Annual Company Offsites
• Wellness Reimbursement
• Catered Lunches/Snacks
• Ownership and Opportunity for Advancement

Company Overview