Our Customer Experience team is the front line for thousands of studio owners and wellness entrepreneurs who run their entire business on Arketa. As the Senior Customer Service Representative (SME), you are the real-time resource for a team of 10 to 15 CX reps and the owner of a single outcome: the same question should not need to be asked twice.

Success in this role is measured by how often your team no longer needs to ask, not by how many answers you give.

Frontline queue coverage

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

Real-time frontline enablement

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

Pattern recognition and knowledge gap closure

Senior Customer Service Representative - SME

Responsibilities

Qualification

Required

Benefits

Company

Arketa

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