Note: The job is a remote job and is open to candidates in USA. Arketa is building an operating system for modern fitness and wellness businesses, helping studios and wellness entrepreneurs manage and scale hybrid operations. The Senior Customer Service Representative (SME) supports frontline CX representatives by handling complex customer issues, providing real-time enablement, identifying knowledge gaps, improving documentation, and advancing AI-powered support capabilities.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- Background in fitness, wellness, or working with small business owners and studio operators
Benefits
- Ownership and Opportunity for Advancement
- Stock Options
- Flexible PTO
- Medical, dental and vision health insurance
- Fitness Class Reimbursement
- Parental Leave Policy
- Potential for additional compensated hours
Company Overview