Manager of Customer Care

At Arketa, we believe software should be more intelligent, more intuitive, and truly support the people using it. The fitness and wellness industry has been underserved by technology for too long, and we’re here to change that.

We’re building the operating system for modern fitness and wellness businesses. Products that don’t just look good, but actually help studio owners and instructors grow their community, increase revenue, and deliver world-class client experiences. That means sweating the details, questioning assumptions, and delivering tools that are as powerful behind the scenes as they are seamless for the end user.

Great products come from fast-moving, aligned teams with clear focus and high standards. At Arketa, we invest in our people, our processes, and our product foundations. That way, we can move quickly and build with care week after week and year after year.

Whether you're an engineer, operator, or customer advocate, you'll be part of a team pushing wellness forward and doing the best work of your career.

United States

Full time

Remote

Support

Arketa is building the operating system for modern fitness and wellness. Our mission is to make wellness more accessible by empowering studios and wellness entrepreneurs to grow beyond in-person classes. We provide a powerful, all-in-one platform to manage and scale hybrid wellness businesses, whether online, in-person, or both.

With Arketa, studios can manage schedules, accept bookings and payments, build on-demand video libraries, host retreats, run automated marketing, and launch fully branded apps and websites. We make it simple for founders to deliver a seamless, professional experience across every customer touchpoint. We've raised $15M in Series A funding and are growing quickly. It's a unique moment to join us. We're building a category-defining company in a fast-moving space, and we're looking for a leader who is excited to help shape what world-class partner support looks like in the wellness category.

Arketa is hiring a Manager of Customer Care to be a first-line manager inside our Customer Care function. Reporting to the Director of Customer Care, you’ll own a team of CSRs and Senior CSRs (target 12:1 ratio) and be accountable for their development, their performance, and the health of the omni-channel queue they staff. This is a people-first role — your scorecard is your team’s growth, retention, and the partner outcomes your team produces, not your personal queue throughput.

If you light up when the people you manage grow into the next thing, this role is built for you.

Manage a team of CSRs and Senior CSRs. Run weekly 1:1s. Own performance management end-to-end — clear expectations, regular feedback, and timely action when performance slips

Coach the team. Listen in on partner interactions. Give specific, actionable feedback that builds skill over time

Own queue health for your team’s slice of the omni-channel queue. Watch TFR, TRES, ASA, and CSAT daily. Adjust staffing and routing in partnership with the other Manager of Customer Care and the Director

Develop people. Build career paths into the Senior CSR track, into the Manager of Customer Care seat, and beyond. Identify high-potential teammates early

Hire. Partner with the Director and recruiting to bring in CSRs and Senior CSRs as the team grows

Be a culture ambassador. Set the bar for how Arketa treats its partners and how Arketa treats its own team

Partner with Product, Engineering, and the broader CX organization to surface patterns from your team’s queue and influence the partner experience beyond the ticket

3+ years…