客户关怀经理
Manager of Customer Care
## 关于 Arketa
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。我们提供一个强大的一体化平台，帮助管理并扩展混合健康业务，无论是线上、线下还是两者结合。
通过 Arketa，工作室可以管理日程、接受预订和支付、构建按需视频库、举办静修活动、运行自动化营销，并推出完全品牌化的应用和网站。我们让创始人能够为每个客户接触点提供无缝、专业的体验。我们已经完成 A 轮 1500 万美元融资，正在快速成长。这是一个独特的时机加入我们。我们在快速发展的领域中打造一家定义类别的公司，我们正在寻找一位充满热情的领导者，帮助塑造健康领域世界级合作伙伴支持的模样。
## 关于该职位
Arketa 正在招聘一名客户关怀经理，作为客户关怀部门内的第一线管理者。向客户关怀总监汇报，你将负责一支由 CSR 和高级 CSR 组成的团队（目标比例为 12:1），并对他们的成长、表现以及他们所服务的全渠道队列的健康状况负责。这是一个以人为核心的角色——你的考核标准是团队的成长、留存率以及团队所产生的合作伙伴成果，而不是你个人的处理量。如果你在你所管理的人成长为下一份工作时感到兴奋，那么这个角色就是为你而设的。
## 你会做以下事情：
- 管理一支由 CSR 和高级 CSR 组成的团队。每周进行一对一沟通。全面负责绩效管理——明确期望、定期反馈，并在表现下滑时及时采取行动
- 指导团队。倾听与合作伙伴的互动。提供具体、可操作的反馈，逐步提升技能
- 负责你所负责团队在全渠道队列中的队列健康状况。每天关注 TFR、TRES、ASA 和 CSAT。与另一位客户关怀经理和总监合作，调整人员配置和路由
- 培养人才。建立进入高级 CSR 职位、客户关怀经理职位以及更远的职业路径。尽早识别高潜力的同事
- 招聘。与总监和招聘团队合作，随着团队扩大，引入 CSR 和高级 CSR
- 成为文化大使。设定 Arketa 对待合作伙伴和对待自己团队的标准
- 与产品、工程和更广泛的客户体验团队合作
查看英文原文
## 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
Arketa is hiring a Manager of Customer Care to be a first-line manager inside our Customer Care function. Reporting to the Director of Customer Care, you’ll own a team of CSRs and Senior CSRs (target 12:1 ratio) and be accountable for their development, their performance, and the health of the omni-channel queue they staff. This is a people-first role — your scorecard is your team’s growth, retention, and the partner outcomes your team produces, not your personal queue throughput. If you light up when the people you manage grow into the next thing, this role is built for you.
## What You'll Do:
- Manage a team of CSRs and Senior CSRs. Run weekly 1:1s. Own performance management end-to-end — clear expectations, regular feedback, and timely action when performance slips
- Coach the team. Listen in on partner interactions. Give specific, actionable feedback that builds skill over time
- Own queue health for your team’s slice of the omni-channel queue. Watch TFR, TRES, ASA, and CSAT daily. Adjust staffing and routing in partnership with the other Manager of Customer Care and the Director
- Develop people. Build career paths into the Senior CSR track, into the Manager of Customer Care seat, and beyond. Identify high-potential teammates early
- Hire. Partner with the Director and recruiting to bring in CSRs and Senior CSRs as the team grows
- Be a culture ambassador. Set the bar for how Arketa treats its partners and how Arketa treats its own team
- Partner with Product, Engineering, and the broader CX organization to surface patterns from your team’s queue and influence the partner experience beyond the ticket
## What we're looking for:
- 3+ years managing individual contributors in a CX, support, or contact-center environment
- Fluency with CX metrics — TFR, TRES, ASA, CSAT — and a track record of using them to coach, not just to report
- Experience hiring, coaching, and retaining frontline support talent
- Comfort with an omni-channel queue (chat, email, Zoom)
- Strong written communication and the ability to give feedback that lands
- Sharp judgment and the ability to make calls in real time, 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 (yoga, pilates, bootcamp, barre, or similar) is a plus
- Bachelor’s degree preferred, not required
**What We Offer:**
- Ownership and Opportunity for Advancement
- Competitive Salary and Stock Options
- Unlimited 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 estimated annual base salary is up to $80,000- $135,000, depending on experience and qualifications. In addition to base pay, we offer equity. We believe in compensating fairly and transparently, and we’re happy to provide more detail during the interview process.