Director of Customer Care

🕒 May 20

🇺🇸 United States – Remote

💵 $169k - $175k / year

⏰ Full Time

🔴 Lead

💝 Customer Support

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Arketa

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

🧘 Wellness

🤝 B2B

Wellness • Software • B2B

Arketa is a modern booking software designed specifically for wellness business owners, including studios that offer yoga, Pilates, group fitness, and recovery programs. It provides a range of features such as membership management, marketing automation, an on-demand video library, and customizable branded websites and mobile apps. Arketa helps businesses streamline operations, enhance client experiences, and increase revenue through innovative solutions and robust customer support.

📋 Description

• This is a builder's role. Expect to be as hands-on as you are strategic for the first six months, designing the playbooks and shaping the team you'll scale. • Foster a culture of engagement and excitement to drive partner-centered results, where the team feels empowered to put partners first and develop their careers at Arketa. • Empower a team of team leaders and their support specialists, investing in their growth as Arketa scales and building the next generation of CX leadership at the company. • Lead the strategic direction of Customer Care for Arketa's partners, including identifying and implementing emerging technologies and AI-enabled workflows that drive operational excellence and exceptional partner outcomes. • Own execution of quarterly and annual objectives for the Customer Care function. • Lead change management in planning and facilitating organization-wide improvement to the partner experience. • Partner closely with Product and Engineering to continuously improve the platform experience by translating partner feedback, recurring escalations, and root-cause analysis into product improvements that prevent the next 100 tickets, not just resolve the last 10. • Own relationship and retention management for our highest-stakes partner situations, including VIP accounts, multi-location operators, and churn-risk moments, turning them into retention wins through thoughtful, fast resolution. • Solicit regular internal and external partner feedback to lead continuous process improvements to the partner experience. • Work cross-functionally with Sales, Onboarding, Account Management, and other CX teams to deliver improvements to the partner experience that go beyond the support ticket.

🎯 Requirements

• Proven track record of delivering an extremely high level of partner satisfaction across a partner base while also taking pride in driving operational efficiencies. • Senior leadership experience owning a customer support or customer care function within a SaaS or technology environment, including managing managers. • Experience designing and scaling support operations within a high-volume SMB environment. • Demonstrated ability to build and develop high-performing teams and scalable infrastructure in a high-growth environment. • Fluency with modern CX tooling and automation platforms, with experience leveraging AI and workflow automation to improve efficiency and quality. • Strong cross-functional operator with a track record of translating partner insights into product improvements. • Bonus: You have run a wellness business, taught fitness, or been a partner-side user of a platform like Arketa. You bring genuine empathy for what our partners do every day.

🏖️ Benefits

• 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