Customer Care Manager
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Job Description
Customer Care Manager leading CSR teams for Arketa’s operating system for fitness and wellness businesses. Coaching performance, managing omnichannel support queues, and improving partner experiences.
Responsibilities:
- Manage a team of CSRs and Senior CSRs
- Run weekly one-on-ones and own end-to-end performance management
- Coach team members by listening to partner interactions and providing actionable feedback
- Own queue health for the team's portion of the omni-channel queue
- Monitor TFR, TRES, ASA, and CSAT daily
- Adjust staffing and routing with the other Manager of Customer Care and Director
- Build career paths and identify high-potential teammates
- Partner with the Director and recruiting to hire CSRs and Senior CSRs
- Act as a culture ambassador for partner and employee experience
- Collaborate with Product, Engineering, and the broader CX organization to surface queue patterns and influence the partner experience
- Report to the Director of Customer Care
Requirements:
- 3+ years managing individual contributors in a CX, support, or contact-center environment
- Fluency with CX metrics: TFR, TRES, ASA, and CSAT
- Track record of hiring, coaching, and retaining frontline support talent
- Experience with an omni-channel queue including chat, email, and Zoom
- Strong written communication and ability to give effective feedback
- Sharp judgment and ability to make real-time decisions 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 is a plus
- Bachelor's degree preferred, not required
- Authorization to work in the United States is requested in the application form
Benefits:
- Ownership and opportunity for advancement
- Competitive salary
- Stock options/equity
- Unlimited PTO
- Medical, dental, and vision health insurance
- Fitness class reimbursement
- Parental leave policy
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