Senior Customer Service Representative - SME

About Arketa

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.

About the Role

Our Customer Experience team is the front line for thousands of studio owners and wellness entrepreneurs who run their entire business on Arketa. As the Senior Customer Service Representative (SME), you are the real-time resource for a team of 10 to 15 CX reps and the owner of a single outcome: the same question should not need to be asked twice.

You will spend up to half your week on the live customer queue, working the same tooling, product surface, and escalations your teammates do. That is intentional. Credibility as a coach comes from staying a practitioner, and the edge cases you hit personally become the raw material for what you fix. The rest of your week goes to unblocking teammates in the moment, spotting the patterns behind their questions, and systematically closing the knowledge gaps that created those questions in the first place.

Success in this role is measured by how often your team no longer needs to ask, not by how many answers you give.

What You'll Do:

Frontline queue coverage

Work the live customer queue up to 50% of the workweek, staying hands on with the same product surface, tooling, and customer interactions the team supports

Prioritize complex, ambiguous, or escalated tickets where SME-level judgment is highest value

Use your queue time as the primary input for pattern recognition, feeding the edge cases you hit personally into the weekly review

Real-time frontline enablement

Act as the primary point of contact on Slack and Intercom for all 10 to 15 frontliners' in-the-moment questions

Own the response-time SLA for unblocking the team

Triage the shared IC support queue each day for routing and prioritization

Escalate important Linear tickets internally

Pattern recognition and knowledge gap closure

Log every real-time question by category and frequency rather than simply answering it

Run a weekly review of repeat questions and canceled Linear tickets to identify root cause (genuine bug, knowledge gap, or misfiled) and educate the team around those gaps

Publish or update at least one knowledge base article, macro, training note, or internal document per week based on that review

Own the rate of repeat questions and canceled tickets going down over time, not just the speed of your answers

AI and knowledge enablement

Continuously improve Copilot by identifying gaps, validating responses, and partnering on knowledge updates

Review unanswered and low confidence Copilot searches weekly and convert recurring gaps into documentation or training

Champion Copilot-first behavior across the frontline

What success looks like

We believe in setting our team up to thrive.

Meeting/ exceeding personal KPIs

Driving operational improvements

Ongoing, you will be measured on:

Repeat question rate within 30 days

Linear ticket cancellation rate

Frontline Copilot adoption

Unanswered and low confidence Copilot searches

Average time to unblock frontline teammates

Knowledge freshness, with critical KB updates published within 2 business days

What we're looking for:

3+ years of frontline customer experience or customer support experience, ideally in SaaS

Experience acting as an SME, escalation point, or peer coach on a support team

Experience improving an AI knowledge base or measuring documentation effectiveness

Strong product and process knowledge across a complex support surface area, or a demonstrated track record of getting to that depth quickly

Comfort writing and documenting, including knowledge base articles and training material

Ownership mindset, meaning you proactively close gaps rather than waiting to be asked

Sound judgment on complex, ambiguous, or escalated tickets

Bonus:

Background in fitness, wellness, or working with small business owners and studio operators

You Should Apply If

You get more satisfaction from fixing the root cause than from answering the same question quickly for the tenth time

You want to stay close to the customer and the product rather than move into people management

You like teaching and unblocking teammates, and you do it in writing as well as in the moment

You're comfortable being measured on a downward trend in questions asked, not on volume of answers given

You're mission-driven and excited about wellness becoming more accessible

You May Not Want to Apply If

You can’t provide weekend coverage

You're looking for a people management track, since this role has no direct reports, 1:1s, performance reviews, or PTO approvals

You want final decision-making authority on refunds, credits, or churn-risk resolution, which sits elsewhere

You want to own support process and strategy design or interviewing, since this role feeds input into those rather than owning them

Documentation and writing feel like overhead to you rather than part of the job

You want a slower pace or a more established later-stage environment

What We Offer :

Ownership and Opportunity for Advancement

Competitive Salary and Stock Options

Flexible PTO: our policy is designed to give you the flexibility to rest, recharge, and take care of personal needs while staying aligned with your team and responsibilities.

Medical, dental and vision health insurance

Fitness Class Reimbursement: we're committed to supporting both employee wellness and our industry relationships. As an Arketa employee we see movement as opportunity.

Parental Leave Policy

For this role, the pay rate is $26.00 - $34.00 USD per hour for a standard 40 hour week, with potential for additional compensated hours. We believe in compensating fairly and transparently, and we're happy to walk through the details during the interview process.

Arketa is an equal opportunity employer and is committed to diversity in its workforce. We actively encourage applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. We believe that a diverse and inclusive workplace fosters innovation and creativity, and we welcome candidates who share our values of respect, collaboration, and excellence.