Manager of Customer Care at Arketa

Arketa is building the operating system for modern fitness and wellness, empowering studios and wellness entrepreneurs to grow beyond in-person classes. Their platform helps manage schedules, bookings, payments, video libraries, retreats, automated marketing, and branded apps/websites.

With $15M in Series A funding, Arketa is rapidly growing and seeks a Manager of Customer Care to lead a team of 12 Customer Support Representatives (CSRs) and Senior CSRs. This role focuses on team development, performance, and partner outcomes rather than personal queue throughput.

What You'll Do:

• Manage a team of CSRs and Senior CSRs, including weekly 1:1s and end-to-end performance management.
• Coach the team by listening to partner interactions and providing specific, actionable feedback to build skills.
• Monitor queue health metrics like TFR (Ticket First Response), TRES (Ticket Resolution Time), ASA (Average Speed of Answer), and CSAT (Customer Satisfaction) daily, adjusting staffing and routing in collaboration with other managers and the Director.
• Develop career paths for team members, including progression into Senior CSR and Manager of Customer Care roles, and identify high-potential teammates early.
• Partner with the Director and recruiting to hire new CSRs and Senior CSRs as the team grows.
• Act as a culture ambassador, setting high standards for partner treatment and internal team care.
• Collaborate with Product, Engineering, and broader CX teams to identify patterns from the queue and influence partner experiences beyond ticket resolution.

What We're Looking For:

• 3+ years managing individual contributors in a CX, support, or contact-center environment.
• Fluency with CX metrics (TFR, TRES, ASA, CSAT) and a proven track record of using them for coaching, not just reporting.
• Experience in hiring, coaching, and retaining frontline support talent.
• Comfort with managing an omni-channel queue (chat, email, Zoom).
• Strong written communication skills and the ability to deliver impactful feedback.
• Sharp judgment and real-time decision-making skills, balancing partner advocacy with business priorities.
• Familiarity with tools like Intercom, Notion, Slack, and Google Suite.
• Experience in a SaaS or SMB-serving environment is a plus.
• Direct experience working behind the desk of a wellness business (e.g., yoga, pilates, bootcamp, barre) is a plus.
• A Bachelor’s degree is preferred but not required.