Services Manager

• Own Partner relationships from first message through long-term loyalty, providing support via chat, email, and Zoom
• Resolve operational issues involving schedules, payments, migrations, and integrations
• Proactively manage a Partner portfolio by reviewing business performance and identifying growth opportunities
• Provide consultative guidance to help Partners improve business outcomes
• Act as a virtual studio manager and support Partners with studio operations when needed
• Visit Partner studios in person 2 to 3 days per week across the Austin metro
• Learn Arketa features and use AI-assisted internal tools while maintaining response accuracy and Arketa voice
• Advocate for Partner feedback with Product, Engineering, and CX leadership
• Drive Partner retention, studio business outcomes, and NPS

• Experience teaching, running, or managing a wellness business such as yoga, pilates, or bootcamp
• Experience using industry software such as MBO, Arketa, or an equivalent
• Impeccable written and verbal communication across chat, email, and face-to-face interactions
• Ability to balance reactive support, proactive outreach, scheduled calls, and in-person visits
• Ability to prioritize multiple high-priority resolutions
• Strong judgment and problem-solving ability
• Process improvement mindset
• Team-oriented approach
• Organized, self-sufficient, and proactive
• Preferred: 1 to 2 years of experience in Customer Support, Customer Success, account management, or customer-facing operations
• Preferred:
  Experience in a high-volume environment with SLA and CSAT targets
• Preferred:
  Experience with Intercom, Slack, Notion, and Google Suite, or ability to learn new tools quickly
• Preferred:
  Comfort using AI-assisted tools
• Preferred:
  Four-year post-secondary education / Bachelor's degree
• Authorization to work in the United States

Demonstrates expertise in managing Partner relationships and driving business outcomes through effective communication and operational support. Proficient in using industry-specific software and tools to enhance Partner engagement and retention.

• Partner Relationship Management
• Customer Support Experience
• Operational Issue Resolution
• Wellness Business Management
• Process Improvement Mindset

• Business Performance Review
• Operational Support
• Problem-Solving Ability
• Proactive Outreach
• SLA and CSAT Target Management

• Impeccable Communication
• Team-Oriented Approach
• Organized and Self-Sufficient
• Strong Judgment

• Bachelor's Degree

• Wellness Business
• Yoga
• Pilates
• Bootcamp
• Customer Success
• Account Management

• MBO
• Arketa
• Intercom
• Slack
• Notion
• Google Suite
• AI-Assisted Tools