Senior Customer Service Representative – SME

🔥 8 hours ago

🇺🇸 United States – Remote

💵 $26 - $34 / hour

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 8%

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

• Work the live customer queue up to 50% of the workweek • Prioritize complex, ambiguous, or escalated tickets • Use queue time for pattern recognition and feed edge cases into weekly review • Act as the primary point of contact on Slack and Intercom for 10 to 15 frontliners • Own the response-time SLA for unblocking the team • Triage the shared IC support queue daily for routing and prioritization • Escalate important Linear tickets internally • Log every real-time question by category and frequency • Run weekly reviews of repeat questions and canceled Linear tickets to identify root causes • Publish or update at least one knowledge base article, macro, training note, or internal document per week • Continuously improve Copilot by identifying gaps, validating responses, and partnering on knowledge updates • Review unanswered and low-confidence Copilot searches weekly • Champion Copilot-first behavior across the frontline • Meet or exceed personal KPIs and drive operational improvements • Track repeat question rate, Linear ticket cancellation rate, Copilot adoption, unanswered and low-confidence searches, time to unblock teammates, and knowledge freshness

🎯 Requirements

• 3+ years of frontline customer experience or customer support experience, ideally in SaaS • Experience acting as an SME, escalation point, or peer coach on a support team • Experience improving an AI knowledge base or measuring documentation effectiveness • Strong product and process knowledge across a complex support surface area, or a demonstrated track record of getting to that depth quickly • Comfort writing and documenting, including knowledge base articles and training material • Ownership mindset, meaning you proactively close gaps rather than waiting to be asked • Sound judgment on complex, ambiguous, or escalated tickets • Ability to provide weekend coverage • Must be authorized to work in the United States • Bonus: Background in fitness, wellness, or working with small business owners and studio operators

🏖️ Benefits

• Competitive Salary and Stock Options • Flexible PTO • Medical, dental and vision health insurance • Fitness Class Reimbursement • Parental Leave Policy • Potential for additional compensated hours