客户关怀代表 (AUS)
Customer Care Representative (AUS)
Arketa 正在打造现代健身和健康领域的操作系统。我们的使命是通过赋能工作室和健康创业者超越线下课程，让健康更加可及。我们提供一个强大、一体化的平台，帮助管理并扩展混合型健康业务——无论是线上、线下，还是两者结合。
通过 Arketa，用户可以轻松管理日程、接受预订和支付、构建按需视频库、举办静修活动，并通过短信和电子邮件开展营销活动。我们还提供完全品牌化的应用程序和网站，使工作室能够在每个客户接触点上提供无缝、专业的体验。
我们已获得 1500 万美元的 A 轮融资，并正在快速成长。这是一个独特的加入机会——我们正在一个快速发展的领域打造一家定义类别的公司，我们寻找那些热衷于帮助塑造健康未来的人才。
### 我们正在寻找
热爱健身、倡导健康企业的人士欢迎加入！我们的客户体验团队是运行在 Arketa 上的健身房、工作室和健康服务提供商的第一线支持。我们解答他们的疑问，解决实际的运营问题，并在内部代表合作伙伴的声音来影响产品。如果你喜欢建立关系、让人微笑，并增加全球范围内的健康可及性，我们想认识你。如果你已经在健康企业中使用过 Arketa（或类似平台），将是一个加分项。
### 关于这个职位
作为客户支持倡导者，你将成为合作伙伴在接收支持请求时的唯一联系人，从第一条消息到问题解决全程负责。你将引导合作伙伴了解 Arketa 的功能，迅速创造性地解决问题，并作为他们的内部倡导者，影响我们的产品决策和路线图。你将解决真实健康企业的实际运营问题——日程问题、支付问题、迁移障碍、集成问题等，并提供卓越的体验，从而建立对 Arketa 的信任和忠诚度。
这是一个快节奏、高工作量的支持环境。你每天会通过聊天、邮件和 Zoom 进行沟通，并同时处理多个对话。
**这将包括周末轮班/支援。**
### 你每天的工作内容包括
- **从头到尾负责每个合作伙伴的互动**，通过聊天、邮件和预定的 Zoom 会议——在此过程中建立信任、融洽关系和合作关系。
- **快速响应并解决合作伙伴的问题**，确保他们能够顺利使用 Arketa 的所有功能。
- **与合作伙伴保持积极沟通**，及时反馈问题并推动解决方案。
- **协助合作伙伴进行系统迁移和集成**，确保他们能够顺畅过渡并充分利用 Arketa 的功能。
- **参与产品改进讨论**，根据合作伙伴的反馈提出建议，帮助优化用户体验。
- **持续学习并提升对 Arketa 平台的理解**，以便更高效地支持合作伙伴。
查看英文原文
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.
**This will include weekend shifts/coverage.**
### 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
- Unlimited PTO
- Wellness Reimbursement
- Ownership and Opportunity for Advancement
Compensation for this contractor role is $24.04 USD per hour, based on a 40 hour week with potential for additional paid hours. We believe in pay transparency and are happy to share more detail 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.