Director of Customer Support

What we're looking for

Our partners are the most important piece of the pie. They are the heart of the industry and what makes the arketa experience special and unique. Our customer experience team represents the voice of the customer. If you're comfortable speaking with new customers, building relationships and demonstrating how our product can help instructors grow their businesses this job is for you. Yoga/group fitness instructors already using arketa is a total plus!

The Role

• Hiring, coaching and developing an onshore and offshore team of both live chat, email and phone support.
• Manage our existing support team including other managers
• You will be building out an offshore support team from the ground up and leading both live chat agents and VAs
• Support our operators by delivering timely feedback that empowers our teams and internal partners to provide exceptional customer experiences.
• Evangelize our customers and turn our disgruntled guests into our biggest fans.
• Field escalated questions across various channels (email, chat, phone and social media) and achieve a best-in-class response time.
• Communicate with our customers per day via email, live chat and phone to answer any questions an improve the arketa experience
• Become an expert on all things arketa and answer any and all customer questions and concerns
• Own Arketa’s help center
• Work with Head of Sales, Marketing and Succcess to build out better process and tooling cross-funtionally
• Arketa offers 7 days a week support. As the last step of escalation you will be asked to be available 7 days a week (excluding days off and vacations) for escalation should anything arise.
• Identify trends and flags across all channels of partner support to get ahead of churn and on top of partner delight.
• Create systems to enable same day calls or videos for studio partners with questions

The You

• 5+ years of experience building and managing high-performing technical support teams in a multi-channel environment, including managing managers.
• You have experience in live channel support, including chat-based and phone support.
• You have experience hiring and managing offshore and onshore teams
• Adept at data analysis, trend identification, and the proactive development of strategies to effectively tackle challenges and capitalize on opportunities.
• Move with urgency. You are quick to make decisions, answer customer questions and are able to perform in a fast-paced enviornment.
• The last stop hop on any customer issue. You are the last stop for a disgruntled decision.
• A guest experience mindset: has good judgment about how to assess and resolve a customer problem in a thoughtful way.
• Connect. You love meeting new people and sharing arketa's mission of empowering new and current business owners.
• Excellent communication skills -- written, verbal, presentation
• 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.
• B2B SaaS experience for SMBs and Mid-Market customers (self service + products with account managers)
• Four-year post-secondary education/Bachelor's degree (preferred)

The Benefits

• Budget for in person fitness classes in your area
• Health/dental/vision coverage
• Unlimited PTO / sick leave
• Annual company retreat