Responsibilities

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.
Schedule & Availability
This role requires weekend and/or overnight availability. Shift details will be shared during the interview process.
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. You'll work scheduled hours and stay available and engaged with the queue during that time. The pace is steady, the volume is real, and your Partners are counting on you being there when they reach out.
Own the resolution, not just the response. You're accountable for solving the Partner's problem the first time wherever possible — not just replying quickly. That means digging into the actual issue, confirming the fix landed, and closing the loop so the Partner doesn't have to come back for the same thing twice.
Think creatively, pivot fast, operate in ambiguity, and collaborate strategically across stakeholders. You'll problem-solve across the full surface area of the Arketa product, working with Product, Engineering, Onboarding, and Migrations to unblock Partners on issues that don't have a clean playbook yet.
Unlock the full power of Arketa for every Partner. Solve real operational problems, customize solutions to the way their business actually runs, and turn Partners into our biggest fans through expertise, empathy, and follow-through.
Become and stay an Arketa expert. Continuously learn new features, leverage AI-assisted internal tools to accelerate your research and drafting, and own the accuracy and Arketa voice of every response that goes out under your name.
Advocate for our Partners internally. Bring insights and industry feedback back to Product, Engineering, and CX leadership to improve features and prevent repeat contacts.

Customer Support Representative - United States at Arketa · LumiJobs

Customer Support Representative - United States

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Arketa

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