Senior Customer Service Representative - SME

United States · USD 26-34 / hour · 3+ years experience · Full-time · Remote · Posted Oct 5, 2026

At a glance

Arketa is building the operating system for modern fitness and wellness. Our mission is to make wellness more accessible by empowering studios and wellness entrepreneurs to grow beyond in-person classes. We provide a powerful, all-in-one platform to manage and scale hybrid wellness businesses, whether online, in-person, or both.
With Arketa, studios can manage schedules, accept bookings and payments, build on-demand video libraries, host retreats, run automated marketing, and launch fully branded apps and websites. We make it simple for founders to deliver a seamless, professional experience across every customer touchpoint. We've raised $15M in Series A funding and are growing quickly. It's a unique moment to join us. We're building a category-defining company in a fast-moving space, and we're looking for a leader who is excited to help shape what world-class partner support looks like in the wellness category.

The Senior Customer Service Representative (SME) acts as a real-time resource and coach for a team of 10 to 15 customer experience representatives.
This role balances hands-on frontline queue support with systematic efforts to identify and close knowledge gaps to reduce repeat customer inquiries.
The position focuses on product expertise and team enablement rather than people management.

Work the live customer queue up to 50% of the workweek.
Prioritize complex, ambiguous, or escalated support tickets.
Act as the primary point of contact on Slack and Intercom for frontline team questions.
Own the response-time SLA for unblocking teammates.
Triage the shared IC support queue daily for routing and prioritization.
Log every real-time question by category and frequency.
Run a weekly review of repeat questions and canceled Linear tickets to identify root causes.
Publish or update at least one knowledge base article, macro, or training note per week.
Identify gaps and validate responses to improve the AI Copilot tool.
Escalate important Linear tickets internally.

3+ years of frontline customer experience or customer support experience, ideally in SaaS.
Experience acting as an SME, escalation point, or peer coach on a support team.
Experience improving an AI knowledge base or measuring documentation effectiveness.
Strong product and process knowledge across a complex support surface area.
Comfort writing and documenting, including knowledge base articles and training material.
Ability to provide weekend coverage.
Ownership mindset with the ability to proactively close gaps.