Customer Care Representative, AUS

Job description

Arketa is building the operating system for modern fitness and wellness. Our mission is to make wellness more accessible by empowering studios and wellness entrepreneurs to grow beyond in-person classes. We provide a powerful, all-in-one platform to manage and scale hybrid wellness businesses—whether online, in-person, or both. With Arketa, users can easily manage schedules, accept bookings and payments, build on-demand video libraries, host retreats, and run marketing campaigns via text and email. We also offer fully branded apps and websites, so studios can deliver a seamless, professional experience across every customer touchpoint. We’ve raised $15M in Series A funding and are growing quickly. It’s a unique moment to join us—we’re building a category-defining company in a fast-moving space, and we’re looking for teammates who are excited to help shape the future of wellness. ## What we're looking for Lovers of fitness and advocates for wellness businesses wanted! Our Customer Experience team is the first line of support for the studios, gyms, and wellness providers who run their business on Arketa. We answer their questions, solve real operational problems, and represent the voice of our Partners internally to shape the product. If you love building relationships, making people smile, and increasing access to wellness around the world, we want to meet you. Bonus points if you've already used Arketa (or a comparable platform) inside a wellness business yourself. ## About the Role As a Customer Support Advocate, you'll act as the single point of contact for our Partners on inbound support inquiries, owning each interaction from first message to resolution. You'll guide Partners through Arketa's features, move quickly to creatively solve problems, and act as their internal advocate to influence our product decisions and roadmap. You'll address real operational problems for real wellness businesses — schedule issues, payment questions, migration blockers, integration hiccups — and deliver an exceptional experience that builds trust and loyalty to Arketa. This is a fast-paced, high-volume support environment. You'll work across chat, email, and Zoom each day and manage multiple conversations in parallel. **Schedule & Availability** Our customers count on us around the clock, and this role helps us provide support across time zones. Shifts run from 7:00 PM to 3:30 AM Eastern Time, which is about **10:00 AM to 6:30 PM Sydney time** (this can move by an hour with daylight saving changes). The role includes weekend coverage, so candidates must be available to work Saturdays and/or Sundays. Shift details will be discussed during the interview process. ## Here's what you'll do day-to-day - **Own each Partner interaction start to finish** across chat, email, and scheduled Zoom calls — building trust, rapport, and partnership along the way. - **Show up for your shift and your Partners.** You'll work scheduled hours and stay available and engaged with the queue during that time. The pace is steady, the volume is real, and your Partners are counting on you being there when they reach out. - **Own the resolution, not just the response.** You're accountable for solving the Partner's problem the first time wherever possible — not just replying quickly. That means digging into the actual issue, confirming the fix landed, and closing the loop so the Partner doesn't have to come back for the same thing twice. - **Think creatively, pivot fast, operate in ambiguity, and collaborate strategically across stakeholders.** You'll problem-solve across the full surface area of the Arketa product, working with Product, Engineering, Onboarding, and Migrations to unblock Partners on issues that don't have a clean playbook yet. - **Unlock the full power of Arketa for every Partner.** Solve real operational problems, customize solutions to the way their business actually runs, and turn Partners into our biggest fans through expertise, empathy, and follow-through. - **Become and stay an Arketa expert.** Continuously learn new features, leverage AI-assisted internal tools to accelerate your research and drafting, and own the accuracy and Arketa voice of every response that goes out under your name. - **Advocate for our Partners internally.** Bring insights and industry feedback back to Product, Engineering, and CX leadership to improve features and prevent repeat contacts. ## Here's what we're looking for **Required** - 1–2 years of experience in a Customer Support, contact-center, or customer-facing operations role — ideally in a high-volume environment with published SLA and CSAT targets. - Impeccable written communication. You can explain complex things clearly, warmly, and concisely in chat and email. - Proven ability to balance inbound chats, scheduled calls, and email inquiries while managing and prioritizing multiple high-priority resolutions effectively. - Great judgment and the ability to problem-solve on your feet, always keeping the Partner experience in mind. - Ability to identify opportunities for process improvement that contribute to a first-class Partner experience. - Team player. We're in this together. You'll play an integral part in helping the team hit its goals. - Organized, self-sufficient, and a go-getter. Able to go above and beyond what's expected of you. **Preferred** - You've worked behind the desk of a wellness business (yoga, pilates, bootcamp, or similar) and have used industry software like MBO, Arketa, or an equivalent. - Experience with Intercom, Slack, Notion, and Google Suite. If not, the ability to learn new tools fast. - Comfort using AI-assisted tools to accelerate your work. - Four-year post-secondary education / Bachelor's degree. **What We Offer:** - Competitive Salary - Stock Options This is a contract position. The rate is $23.00-29.00 USD per hour based on a 40 hour work week, with any pre-approved hours beyond 40 in a week paid at 1.5x the standard rate. Arketa is an equal opportunity employer and is committed to diversity in its workforce. We actively encourage applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law. We believe that a diverse and inclusive workplace fosters innovation and creativity, and we welcome candidates who share our values of respect, collaboration, and excellence.