---
title: 'Senior Customer Service Representative - SME at Arketa'
canonical: 'https://feeny.ai/job/senior-customer-service-representative-sme-arketa-united-states-mgqjn76thaxj'
type: 'job'
last_seen: '2026-10-14'
---

# Senior Customer Service Representative - SME at Arketa

- **Company:** Arketa
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-05
- **Last confirmed live:** 2026-10-14
- **Apply:** https://jobs.ashbyhq.com/arketa/ea69e10c-256e-4d48-9823-61d27409349e

## Job description

## About Arketa

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, studios can manage schedules, accept bookings and payments, build on-demand video libraries, host retreats, run automated marketing, and launch fully branded apps and websites. We make it simple for founders to 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 a leader who is excited to help shape what world-class partner support looks like in the wellness category.

## About the Role

Our Customer Experience team is the front line for thousands of studio owners and wellness entrepreneurs who run their entire business on Arketa. As the Senior Customer Service Representative (SME), you are the real-time resource for a team of 10 to 15 CX reps and the owner of a single outcome: the same question should not need to be asked twice. You will spend up to half your week on the live customer queue, working the same tooling, product surface, and escalations your teammates do. That is intentional. Credibility as a coach comes from staying a practitioner, and the edge cases you hit personally become the raw material for what you fix. The rest of your week goes to unblocking teammates in the moment, spotting the patterns behind their questions, and systematically closing the knowledge gaps that created those questions in the first place. Success in this role is measured by how often your team no longer needs to ask, not by how many answers you give.

What You'll Do: Frontline queue coverage

- Work the live customer queue up to 50% of the workweek, staying hands on with the same product surface, tooling, and customer interactions the team supports
- Prioritize complex, ambiguous, or escalated tickets where SME-level judgment is highest value
- Use your queue time as the primary input for pattern recognition, feeding the edge cases you hit personally into the weekly review

Real-time frontline enablement

- Act as the primary point of contact on Slack and Intercom for all 10 to 15 frontliners' in-the-moment questions
- Own the response-time SLA for unblocking the team
- Triage the shared IC support queue each day for routing and prioritization
- Escalate important Linear tickets internally

Pattern recognition and knowledge gap closure

- Log every real-time question by category and frequency rather than simply answering it
- Run a weekly review of repeat questions and canceled Linear tickets to identify root cause (genuine bug, knowledge gap, or misfiled) and educate the team around those gaps
- Publish or update at least one knowledge base article, macro, training note, or internal document per week based on that review
- Own the rate of repeat questions and canceled tickets going down over time, not just the speed of your answers

AI and knowledge enablement

- Continuously improve Copilot by identifying gaps, validating responses, and partnering on knowledge updates
- Review unanswered and low confidence Copilot searches weekly and convert recurring gaps into documentation or training
- Champion Copilot-first behavior across the frontline

What success looks like We believe in setting our team up to thrive.

- Meeting/ exceeding personal KPIs
- Driving operational improvements

Ongoing, you will be measured on:

- Repeat question rate within 30 days
- Linear ticket cancellation rate
- Frontline Copilot adoption
- Unanswered and low confidence Copilot searches
- Average time to unblock frontline teammates
- Knowledge freshness, with critical KB updates published within 2 business days

What we're looking for:

- 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

Bonus:

- Background in fitness, wellness, or working with small business owners and studio operators

You Should Apply If

- You get more satisfaction from fixing the root cause than from answering the same question quickly for the tenth time
- You want to stay close to the customer and the product rather than move into people management
- You like teaching and unblocking teammates, and you do it in writing as well as in the moment
- You're comfortable being measured on a downward trend in questions asked, not on volume of answers given
- You're mission-driven and excited about wellness becoming more accessible

You May Not Want to Apply If

- You can’t provide weekend coverage
- You're looking for a people management track, since this role has no direct reports, 1:1s, performance reviews, or PTO approvals
- You want final decision-making authority on refunds, credits, or churn-risk resolution, which sits elsewhere
- You want to own support process and strategy design or interviewing, since this role feeds input into those rather than owning them
- Documentation and writing feel like overhead to you rather than part of the job
- You want a slower pace or a more established later-stage environment

What We Offer :

- Ownership and Opportunity for Advancement
- Competitive Salary and Stock Options
- Flexible 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

For this role, the pay rate is $26.00 - $34.00 USD per hour for a standard 40 hour week, with potential for additional compensated hours. We believe in compensating fairly and transparently, and we're happy to walk through the details during the interview process. 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.

## About Arketa

## Company Overview
- **One-liner**: Arketa provides an all-in-one booking, marketing, and business management platform specifically built for modern fitness and wellness studios.
- **Entity Type**: Private (Series A; $15M round raised June 2025)
- **Headquarters**: New York, New York, United States
- **Founded**: 2020
- **Founders**: Rachel Lea Fishman (CEO) and Josh Archer (CTO)

## Core Business
- **Primary industry**: Wellness and Fitness Services / SaaS for fitness businesses
- **Target customers**: B2B – Individual fitness instructors, single-location studios, and multi-location wellness businesses (SMB segment)
- **Mission or purpose statement**: Build the operating system for modern wellness businesses – products that help studio owners grow community, increase revenue, and deliver world-class client experiences. “Software should do more—be more intelligent, more intuitive, and truly support the people using it.” [arketa.com/careers](https://www.arketa.com/careers)

## Products & Services
- **Booking & Scheduling (SaaS)** – Customizable scheduling widgets, branded checkout, automated class management, and waitlist handling. Clients never leave the studio’s website. [arketa.com](https://www.arketa.com/)
- **Marketing Automations (SaaS)** – High-converting forms, automated email/SMS sequences (e.g., late cancel/no-show workflows), Google reviews and direct booking integration, referral and “Book a Friend” features. [arketa.com](https://www.arketa.com/)
- **Payments (Integrated)** – Credit/debit processing via Stripe, contactless checkout (Apple Pay, Google Pay), automated billing with dispute resolution. [arketa.com](https://www.arketa.com/)
- **Client Management & Communication (SaaS)** – 1-to-1 texting from dashboard, customer profiles, class entry in seconds, and automated workflows for cancellations and unpaid reservations. [arketa.com](https://www.arketa.com/)
- **On-Demand Content (SaaS)** – Video library, courses, and retreat management to add new revenue streams. [arketa.com](https://www.arketa.com/)
- **Branded Website & App (SaaS)** – Full white-label website and mobile app that match the studio’s brand, keeping customers inside the studio’s ecosystem. [arketa.com](https://www.arketa.com/)
- **Reporting & Analytics (SaaS)** – Intuitive reporting dashboard to reveal trends in revenue and memberships, uncover risks, and track key metrics. [arketa.com](https://www.arketa.com/)

## Market Standing
- **Valuation/Market Cap**: Not disclosed (private company)
- **Key Metric**: Total funding – **$22.7M** (including $125k Y Combinator seed in 2020, $7.6M seed in Dec 2022, and $15M Series A announced June 2025) [linkedin.com](https://www.linkedin.com/company/arketa)
- **Notable Investors/Partners**: **Inspired Capital** (led Series A), **Y Combinator** (seed), and other unnamed investors. Payment partner: Stripe. [linkedin.com](https://www.linkedin.com/company/arketa)
- **Growth Signals**: 
  - **Headcount**: 85 employees (+88.1% year-over-year) [linkedin.com](https://www.linkedin.com/company/arketa)
  - **Trusted by 1,000+ businesses** (as of website claim) [arketa.com](https://www.arketa.com/)
  - **Monthly web traffic**: 267,787 visits (+122.9% monthly growth), global rank #147,939, top country USA at 80% [linkedin.com](https://www.linkedin.com/company/arketa)
  - **LinkedIn followers**: 8,968 (+60.6% yearly) [linkedin.com](https://www.linkedin.com/company/arketa)
  - **CEO nominated** for Athletech News Power Players 2025 as an Executive to Watch. [linkedin.com](https://www.linkedin.com/company/arketa)

## Competitive Advantages
- **Niche expertise**: Built by fitness professionals (“the platform they wish they had”) rather than generic booking software [arketa.com/about-us](https://www.arketa.com/about-us)
- **Smart automations**: Deep workflow automation for late cancels, no-shows, referrals, and marketing – reduces manual tasks for studio owners [arketa.com](https://www.arketa.com/)
- **Superior customer support**: Industry-best response times, live chat available on weekends (busiest studio times), also email and Zoom [arketa.com](https://www.arketa.com/)
- **Full-stack white-label**: Branded website and app keep the customer experience on the studio’s own domain, reducing churn risk vs. generic marketplace platforms like ClassPass [arketa.com](https://www.arketa.com/)
- **Integrated payments and analytics**: All-in-one platform eliminates need for multiple disconnected tools (lower cost, easier management) [arketa.com](https://www.arketa.com/)

## Strategic Focus
- Continued product expansion, especially **on-demand content, retreats, and video library** to help studios diversify revenue streams [arketa.com](https://www.arketa.com/)
- **Scaling go-to-market** internationally – currently operating in 6 countries (UK, Mexico, Canada, Australia, Philippines) [linkedin.com](https://www.linkedin.com/company/arketa)
- **Hiring aggressively** across sales, customer care, marketing, and engineering – 10 active job postings as of mid-2025 [linkedin.com](https://www.linkedin.com/company/arketa)
- **Deepening integrations** with tools like Salesforce, HubSpot, Klaviyo, Intercom, and Mindbody to expand ecosystem [linkedin.com](https://www.linkedin.com/company/arketa)

## Why Work Here
- **Mission-driven**: Focus on underserved fitness/wellness industry – “push wellness forward” [arketa.com/careers](https://www.arketa.com/careers)
- **Remote-first culture**: Team distributed across the US, UK, Mexico, Canada, Australia, and Philippines; remote work is supported [linkedin.com](https://www.linkedin.com/company/arketa)
- **Fast-growing team**: 88% headcount growth YoY; opportunity to have high impact in a Series A company [linkedin.com](https://www.linkedin.com/company/arketa)
- **Engineering & product culture**: Invests in modern tech stack (React, Python, TypeScript, MongoDB, Stripe, Twilio, etc.) and “fast-moving, aligned teams with clear focus and high standards” [arketa.com/careers](https://www.arketa.com/careers)
- **Notable perks**: Free trial for customers but for employees – not explicitly stated, but role variety (from VP Marketing to Lead Instructor) suggests growth paths; roles across time zones [linkedin.com](https://www.linkedin.com/company/arketa)

## Sources
1. [arketa.com](https://www.arketa.com/)
2. [arketa.com/careers](https://www.arketa.com/careers)
3. [arketa.com/about-us](https://www.arketa.com/about-us)
4. [linkedin.com/company/arketa](https://www.linkedin.com/company/arketa)

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