Remote Manager, Customer Care — Lead Growth & Equity

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

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.