Customer Care Representative - Australia

About Arketa

Arketa is pioneering an operational platform for contemporary fitness and wellness studios and entrepreneurs, enabling expansion beyond traditional in-person classes. The platform offers comprehensive solutions for scheduling, payment processing, on-demand video hosting, retreat management, and marketing campaigns via text and email. With customizable branded apps and websites, Arketa ensures a consistent and professional customer experience throughout all interaction points. Backed by $15 million in Series A funding, the company is rapidly scaling in the wellness tech space.

Role Overview

The Customer Care Representative will be the primary contact for wellness business partners using Arketa's platform. This role involves handling inbound support requests via chat, email, and Zoom sessions, managing multiple conversations simultaneously in a dynamic, high-volume environment. Responsibilities include problem-solving to resolve operational issues such as scheduling conflicts, payment inquiries, migration obstacles, and integration challenges. Working hours will include weekend shifts to maintain continuous service coverage.

Key Responsibilities

• Manage partner interactions end-to-end, fostering rapport and partner trust through chat, email, and Zoom communications.
• Maintain active availability during scheduled shifts, effectively managing steady and substantial support requests.
• Take ownership of complete issue resolution to prevent recurrent issues, ensuring problems are fully addressed before closing the case.
• Adapt and think innovatively in ambiguous situations, collaborating across teams including Product, Engineering, Onboarding, and Migrations to resolve partner challenges.
• Provide tailored operational support, maximizing platform utilization for partners and transforming them into strong advocates through expertise and empathy.
• Continuously build in-depth mastery of Arketa’s platform features and tools, including the use of AI-enhanced support systems.
• Serve as the partner's advocate internally by conveying feedback and insights to improve the product and reduce support incidents.

Candidate Requirements

• 1 to 2 years experience in customer support or client-facing roles within fast-paced, high-volume environments with defined SLA and customer satisfaction targets.
• Exceptional written communication skills, capable of clearly and warmly articulating complex information via chat and email.
• Proven ability to juggle multiple communication channels—chats, calls, emails—and prioritize critical issues efficiently.
• Strong judgment and quick problem-solving oriented towards enhancing partner satisfaction.
• Eye for identifying process improvements that elevate partner support quality.
• Collaborative team player mindset committed to contributing to collective goals.
• Self-motivated, organized, and willing to exceed routine expectations to support team success.

Preferred Qualifications

• Previous experience within wellness businesses such as yoga or Pilates studios and familiarity with industry software like Arketa or MindBody Online.
• Proficiency or aptitude to learn support and collaboration tools including Intercom, Slack, Notion, and Google Workspace.
• Comfort using AI-based tools to enhance support efficiency.
• Bachelor’s degree or equivalent post-secondary education.

Compensation and Benefits

• Annual base salary ranging from $38,000 to $44,000 USD, commensurate with experience and qualifications.
• Stock option opportunities.
• Unlimited paid time off.
• Reimbursement for wellness-related expenses.
• Opportunities for professional growth and leadership.

Diversity and Inclusion

Arketa is an equal opportunity employer dedicated to fostering diversity and inclusion in its workforce. We encourage applications from all qualified candidates regardless of race, gender, age, disability, or any other protected status, believing that diversity drives innovation and collaboration.