Customer Care Representative

The Role:

Lovers of fitness and advocates for wellness businesses wanted! Our customer experience team supports our partners with using our product and helping them to grow their wellness businesses. We also represents the voice of our partners internally. If you love building relationships, making people smile, and increasing access to wellness around the world, we want to meet you! Fitness & wellness providers already using Arketa is a Bonus 💃🏻

What You’ll Do:

• 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

What We’re Looking For:

• 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
• 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
• 1-2 years experience in a Customer Support, Communications/PR, or social-oriented role

What We Offer:

• 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