Customer Care Manager

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $80k - $135k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 6%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Arketa

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

💼 Consulting

📣 Marketing

🧘 Wellness

Consulting • Marketing • Wellness

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

• Manage a team of CSRs and Senior CSRs • Run weekly one-on-ones and own end-to-end performance management • Coach team members by listening to partner interactions and providing actionable feedback • Own queue health for the team's portion of the omni-channel queue • Monitor TFR, TRES, ASA, and CSAT daily • Adjust staffing and routing with the other Manager of Customer Care and Director • Build career paths and identify high-potential teammates • Partner with the Director and recruiting to hire CSRs and Senior CSRs • Act as a culture ambassador for partner and employee experience • Collaborate with Product, Engineering, and the broader CX organization to surface queue patterns and influence the partner experience • Report to the Director of Customer Care

🎯 Requirements

• 3+ years managing individual contributors in a CX, support, or contact-center environment • Fluency with CX metrics: TFR, TRES, ASA, and CSAT • Track record of hiring, coaching, and retaining frontline support talent • Experience with an omni-channel queue including chat, email, and Zoom • Strong written communication and ability to give effective feedback • Sharp judgment and ability to make real-time decisions 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 is a plus • Bachelor's degree preferred, not required • Authorization to work in the United States is requested in the application form

🏖️ Benefits

• Ownership and opportunity for advancement • Competitive salary • Stock options/equity • Unlimited PTO • Medical, dental, and vision health insurance • Fitness class reimbursement • Parental leave policy