Arketa

• Connect with interested prospects: Reach out to leads from trials, events, content downloads, and marketing campaigns via phone, email, and SMS • Qualify and prioritize leads: Understand each prospect's business needs, timeline, and decision-making process to determine their fit with Arketa • Schedule high-quality demos: Set up meetings between qualified prospects and Account Executives, ensuring smooth handoffs with complete context • Become an Arketa expert: Understand our platform inside and out so you can speak confidently about how we solve real problems for fitness businesses • Keep everything organized: Maintain accurate records in HubSpot, track lead progression, and ensure nothing falls through the cracks • Collaborate across teams: Work closely with Marketing to optimize lead quality and provide feedback on campaign performance • Follow up strategically: Stay connected with prospects who aren't ready to move forward immediately, nurturing them until they're ready for next steps

Role Description 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. 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, staying available and engaged with the queue during scheduled hours. - Own the resolution, not just the response, ensuring the Partner's problem is solved the first time wherever possible. - Think creatively, pivot fast, operate in ambiguity, and collaborate strategically across stakeholders. - Unlock the full power of Arketa for every Partner, customizing solutions to their business needs. - Become and stay an Arketa expert, continuously learning new features and leveraging AI-assisted tools. - Advocate for our Partners internally, bringing insights and feedback back to improve features. Qualifications - Impeccable written communication skills. - Proven ability to balance inbound chats, scheduled calls, and email inquiries. - Great judgment and problem-solving skills, always keeping the Partner experience in mind. - Ability to identify opportunities for process improvement. - Team player, integral in helping the team hit its goals. - Organized, self-sufficient, and a go-getter. Requirements - 1–2 years of experience in a Customer Support, contact-center, or customer-facing operations role. - Experience working behind the desk of a wellness business and using industry software. - Experience with Intercom, Slack, Notion, and Google Suite. - Comfort using AI-assisted tools to accelerate work. - Four-year post-secondary education / Bachelor's degree. Benefits - Competitive Salary - Stock Options - Comprehensive Medical, Vision and Dental Insurance - Unlimited PTO - Wellness Reimbursement - Ownership and Opportunity for Advancement

• Own the Arketa help center end-to-end: content strategy, article quality, gap identification, and the metrics that determine whether it's actually deflecting tickets. • Shape and own Arketa's knowledge and training strategy: where we invest, what we deprioritize, how the program evolves as we scale. Bring this strategy to VP CX quarterly, adapt it as the business changes, and execute against it yourself, not just hand it off. • Maintain a prioritized gap queue fed by ticket data, search zero-result queries, and signals from AI answer accuracy, and ship articles that close those gaps. Write and structure content so it serves all three readers at once: a partner skimming for an answer, an agent mid-conversation, and an AI assistant generating a response. • Build and run a frontline training program: produce "meeting-in-a-box" training packages (talking points, scenarios, reference docs, quick assessments) that team leads can run in their weekly team meetings, so training is consistent across the CX org and doesn't depend on any one person remembering to share what they learned. • Consistently prioritize what gets trained based on signal, not vibes. Surface patterns in customer interactions, escalations, and engineering tickets that get closed without a fix, and turn those into the next training drop. • Build and maintain the internal knowledge base, SOPs, and onboarding content support agents rely on, from day one through their first 90 days, and keep it in sync with the public help center. • Build a content quality system from scratch (style guide, article templates, QA rubric) and direct a part-time content contributor (initially ~10 hrs/week) against it, growing that capacity as the program scales. Every piece of content passes through your quality bar before it publishes. • Instrument the help center with Engineering and own the metrics: self-service rate, contact-after-view by article, search zero-result rate, and training completion / post-training performance lift. Present findings monthly to VP CX and quarterly to the CEO.

• This is a builder's role. Expect to be as hands-on as you are strategic for the first six months, designing the playbooks and shaping the team you'll scale. • Foster a culture of engagement and excitement to drive partner-centered results, where the team feels empowered to put partners first and develop their careers at Arketa. • Empower a team of team leaders and their support specialists, investing in their growth as Arketa scales and building the next generation of CX leadership at the company. • Lead the strategic direction of Customer Care for Arketa's partners, including identifying and implementing emerging technologies and AI-enabled workflows that drive operational excellence and exceptional partner outcomes. • Own execution of quarterly and annual objectives for the Customer Care function. • Lead change management in planning and facilitating organization-wide improvement to the partner experience. • Partner closely with Product and Engineering to continuously improve the platform experience by translating partner feedback, recurring escalations, and root-cause analysis into product improvements that prevent the next 100 tickets, not just resolve the last 10. • Own relationship and retention management for our highest-stakes partner situations, including VIP accounts, multi-location operators, and churn-risk moments, turning them into retention wins through thoughtful, fast resolution. • Solicit regular internal and external partner feedback to lead continuous process improvements to the partner experience. • Work cross-functionally with Sales, Onboarding, Account Management, and other CX teams to deliver improvements to the partner experience that go beyond the support ticket.

• Support our Partners (customers) by answering their questions with speedy, friendly responses via chat or email • Go above and beyond in creating a magical experience for our customers by hopping on a Zoom call to walk through their inquiries • Guide new Partners once they have finished onboarding and help with migrations • Troubleshooting and problem solving quickly to deliver fast responses • Turn grumpy folks into our biggest fans using empathy, transparency, and de-escalation • Become an expert on all things Arketa by learning new tools and keeping our customers educated • Always advocating for our Partners while also advocating for Arketa • Report on insights + industry feedback from customers to improve product features

• Connect with interested prospects: Reach out to leads from trials, events, content downloads, and marketing campaigns via phone, email, and SMS • Qualify and prioritize leads: Understand each prospect's business needs, timeline, and decision-making process to determine their fit with Arketa • Schedule high-quality demos: Set up meetings between qualified prospects and Account Executives, ensuring smooth handoffs with complete context • Become an Arketa expert: Understand our platform inside and out so you can speak confidently about how we solve real problems for fitness businesses • Keep everything organized: Maintain accurate records in HubSpot, track lead progression, and ensure nothing falls through the cracks • Collaborate across teams: Work closely with Marketing to optimize lead quality and provide feedback on campaign performance • Follow up strategically: Stay connected with prospects who aren't ready to move forward immediately, nurturing them until they're ready for next steps

• Strong lead generation skills sourcing net new deals • Own the entire sales & upsell process from prospecting to close for new and existing arketa customers • Meet and exceed quarterly sales targets • Maintain accurate pipeline management with expert-level forecasting • Execute outbound sales efforts with excellence, fearlessness & enthusiasm via email, social media, cold calling, gifting, in-person visits and more • Understand customer needs and requirements • Strong product demonstration skills: showcase how the arketa technology will add value to prospective customers and their unique use cases • Communicate forecasted deal flow & contract terms regularly to internal team to ensure a delightful onboarding experience for customers • Be an exemplary ambassador for arketa, both internally and externally • Be a team player and work with other sellers internally

• Support Launch Quality & Reliability • Monitor launches and identify moments that require additional coordination or intervention • Step in when launch timelines, data, payments, or app readiness create risk • Help ensure studios go live with confidence and clarity • Resolve Launch-Related Issues • Investigate launch-related issues to determine root cause (data quality, formatting, platform constraints, or user error) • Schedule time sensitive calls with our partners to provide resolution and real-time support on migration related issues • Resolve issues hands-on when possible using existing tools and workflows • Coordinate with Engineering on more complex fixes, providing clear context and prioritization • Partner Across Teams • Work closely with Onboarding to support migrations and early-stage customer setup • Act as a point of escalation when launches stall or become high-risk • Communicate clearly with internal teams and customers during sensitive moments • Improve Operational Rigor • Maintain and improve launch workflows, documentation, and escalation paths • Track trends across launch issues and resolution timelines • Surface insights that inform better training, tooling, or process improvements • Contribute as a Utility Player • Support adjacent operational workflows when bandwidth allows (e.g., app review follow-ups, launch readiness checks) • Perform smaller migrations for our ‘Pro’ (single user) accounts • Help unblock launches and reduce operational bottlenecks • Bring clarity to fast-moving, ambiguous operational work

• Contribute to the design, architecture, and execution of backend + frontend • Advance our back-end architecture and stay one step ahead of growth • Take technical ownership of features and move the product forward • Partner closely with the product team to consistently move the needle • Present cross-team launches and updates at company-wide check-ins • We make heavy use of Next.js, Node, Firestore, Stripe, Sendgrid, and Twilio

• Own full-cycle recruiting across engineering, sales, support and operations • Partner with founders and hiring managers to define role requirements, create scorecards, and build structured interview loops • Build top-of-funnel sourcing strategies using scrappy, creative tactics beyond LinkedIn • Craft compelling narratives that attract world-class builders aligned with Arketa’s mission • Drive a high-touch candidate experience with speed, clarity, and consistency • Build recruiting infrastructure (ATS workflows, interview training, pipelines, dashboards) • Track funnel metrics, diagnose bottlenecks, and report insights to leadership • Establish and elevate Arketa’s employer brand across channels • Ensure every candidate leaves as an advocate — regardless of outcome • Help define headcount plans and hiring strategies as we scale