Customer Care Representative

• Provide end-to-end support for Partners across chat, email, and scheduled Zoom calls
• Guide Partners through Arketa features and resolve schedule, payment, migration, and integration issues
• Manage multiple conversations in a fast-paced, high-volume support environment
• Stay available and engaged with the support queue during scheduled shifts
• Investigate issues, confirm resolutions, and close the loop with Partners
• Collaborate with Product, Engineering, Onboarding, and Migrations to resolve complex issues
• Customize solutions to Partners' operational needs
• Continuously learn Arketa features and use AI-assisted internal tools for research and drafting
• Maintain response accuracy and Arketa voice
• Share Partner insights and industry feedback with Product, Engineering, and CX leadership
• Influence product decisions, roadmap, and process improvements

• 1–2 years of experience in a Customer Support, contact-center, or customer-facing operations role
• Experience ideally in a high-volume environment with published SLA and CSAT targets
• Impeccable written communication for chat and email
• Ability to balance inbound chats, scheduled calls, and email inquiries while prioritizing multiple high-priority resolutions
• Great judgment and ability to problem-solve independently
• Ability to identify process-improvement opportunities
• Team-oriented, organized, self-sufficient, and proactive
• Availability to work Saturdays and/or Sundays
• Availability for shifts from 7:00 PM to 3:30 AM Eastern Time, approximately 10:00 AM to 6:30 PM Sydney time
• Preferred: experience in a wellness business and with MBO, Arketa, or equivalent industry software
• Preferred: experience with Intercom, Slack, Notion, and Google Suite, or ability to learn new tools quickly
• Preferred: comfort using AI-assisted tools
• Bachelor's degree / four-year post-secondary education preferred
• Authorization to work in Australia and sponsorship requirements disclosed in application

• Stock options
• Pre-approved hours beyond 40 per week paid at 1.5x the standard rate
• Remote work arrangement
• AI-assisted internal tools
• Internal interview recording can be opted out of without affecting candidacy