Arketa Manager of Customer Care at Arketa leads a team of CSRs and Senior CSRs, focusing on their development, performance, and queue health. This role partners cross-functionally to improve partner experience and drive team growth and retention.
Responsibilities
Arketa is hiring a Manager of Customer Care to be a first-line manager inside our Customer Care function. Reporting to the Director of Customer Care, you’ll own a team of CSRs and Senior CSRs (target 12:1 ratio) and be accountable for their development, their performance, and the health of the omni-channel queue they staff. This is a people-first role — your scorecard is your team’s growth, retention, and the partner outcomes your team produces, not your personal queue throughput. If you light up when the people you manage grow into the next thing, this role is built for you.
Manage a team of CSRs and Senior CSRs. Run weekly 1:1s. Own performance management end-to-end — clear expectations, regular feedback, and timely action when performance slips
Coach the team. Listen in on partner interactions. Give specific, actionable feedback that builds skill over time
Own queue health for your team’s slice of the omni-channel queue. Watch TFR, TRES, ASA, and CSAT daily. Adjust staffing and routing in partnership with the other Manager of Customer Care and the Director
Develop people. Build career paths into the Senior CSR track, into the Manager of Customer Care seat, and beyond. Identify high-potential teammates early
Hire. Partner with the Director and recruiting to bring in CSRs and Senior CSRs as the team grows
Be a culture ambassador. Set the bar for how Arketa treats its partners and how Arketa treats its own team
Partner with Product, Engineering, and the broader CX organization to surface patterns from your team’s queue and influence the partner experience beyond the ticket
Qualification
Fluency with CX metrics — TFRExperience hiringFamiliarity with IntercomBachelor’s degree preferred
Required
3+ years managing individual contributors in a CX, support, or contact-center environment
Fluency with CX metrics — TFR, TRES, ASA, CSAT — and a track record of using them to coach, not just to report
Experience hiring, coaching, and retaining frontline support talent
Comfort with an omni-channel queue (chat, email, Zoom)
Strong written communication and the ability to give feedback that lands
Sharp judgment and the ability to make calls in real time, 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 (yoga, pilates, bootcamp, barre, or similar) is a plus
