Manager of Customer Care

Arketa; Northern (KY); Hybrid; USD 80,000 - 135,000; Full time

Benefits offered by this job

Ownership & advancement

Stock options

Unlimited PTO

Health insurance

Fitness class reimbursement

Parental leave

Job summary

Arketa is hiring a Manager of Customer Care to lead a first-line team of CSRs and Senior CSRs, reporting to the Director of Customer Care. You’ll own development, performance, and queue health for your team, balancing partner advocacy with business needs.

You’ll drive weekly 1:1s, coach on interactions, and collaborate with Product, Engineering, and CX to improve the partner experience across channels. A strong people-first mindset and clear metrics are essential.

Qualifications

• 3+ years managing individual contributors in a CX, support, or contact-center environment.
• Fluency with CX metrics — TFR, TRES, ASA, CSAT — and a track record of using them to coach, not just to report.
• Experience hiring, coaching, and retaining frontline support talent.
• Comfort with an omni-channel queue (chat, email, Zoom).
• Strong written communication and the ability to give feedback that lands.
• Familiarity with Intercom, Notion, Slack, and Google Suite.
• SaaS or SMB-serving environment experience is a plus.
• Direct experience working behind the desk of a wellness business (yoga, pilates, bootcamp, barre, or similar) is a plus.
• Bachelor’s degree preferred, not required

Responsibilities

• Manage a team of CSRs and Senior CSRs. Run weekly 1:1s and own end-to-end performance management.
• Coach the team with actionable feedback from partner interactions.
• Own queue health for omni-channel workload and adjust staffing with leadership.
• Develop people and build career paths into senior roles and management.
• Hire in partnership with leadership and recruiting as the team grows.
• Be a culture ambassador and uphold Arketa's partner and team standards.
• Collaborate with Product, Engineering, and CX to surface patterns from the queue.

Skills

People management

CX metrics

Hiring

Omni-channel support

Communication

Decision making

Intercom

Notion

Slack

G Suite

SaaS experience

Wellness industry experience

Education

Bachelor’s degree preferred

Tools

Intercom

Notion

Slack

G Suite

Job description

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.

Manager of Customer Care

Location

United States

Employment Type

Full time

Location Type

Remote

Department

Support

Compensation

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

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.

What You'll Do:

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

What we're looking for:

3+ years managing individual contributors in a CX, support, or contact-center environment

Fluency with CX metrics — TFR, TRES, ASA, CSAT — and a track record of using them to coach, not just to report

Experience hiring, coaching, and retaining frontline support talent

Comfort with an omni-channel queue (chat, email, Zoom)

Strong written communication and the ability to give feedback that lands

Sharp judgment and the ability to make calls in real time, balancing partner advocacy with business priorities

Familiarity with Intercom, Notion, Slack, and Google Suite

SaaS or SMB-serving environment experience is a plus

Direct experience working behind the desk of a wellness business (yoga, pilates, bootcamp, barre, or similar) is a plus

Bachelor’s degree preferred, not required

What We Offer:

Ownership and Opportunity for Advancement

Competitive Salary and Stock Options

Unlimited 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 estimated annual base salary is up to $80,000- $135,000, depending on experience and qualifications. In addition to base pay, we offer equity. We believe in compensating fairly and transparently, and we’re happy to provide more detail during the interview process.