Wellness Customer Care Manager — People-First CX Leader

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

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.