Manager of Customer Care

Arketa; United States; On-site; USD 80,000 - 135,000; Full time

Job summary

Arketa is hiring a Manager of Customer Care to lead a team of CSRs and Senior CSRs, focusing on growth, retention, and strong partner outcomes. The role reports to the Director of Customer Care and emphasizes people-first leadership, cross-functional collaboration, and building scalable processes.

You will own performance management, coach for skill development, and influence the partner experience across chat, email, and Zoom channels within a fast-moving wellness SaaS platform.

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.
• 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

Responsibilities

• 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.
• 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.

Skills

CX metrics

Coaching

Hiring

Omni-channel

Written communication

Real-time decision making

Education

Bachelor’s degree preferred

Tools

Intercom

Notion

Slack

Google Suite

Job description

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.