Director of Customer Care

Role Overview

• This is a builder's role. Expect to be as hands-on as you are strategic for the first six months, designing the playbooks and shaping the team you'll scale.
• Foster a culture of engagement and excitement to drive partner-centered results, where the team feels empowered to put partners first and develop their careers at Arketa.
• Empower a team of team leaders and their support specialists, investing in their growth as Arketa scales and building the next generation of CX leadership at the company.
• Lead the strategic direction of Customer Care for Arketa's partners, including identifying and implementing emerging technologies and AI-enabled workflows that drive operational excellence and exceptional partner outcomes.
• Own execution of quarterly and annual objectives for the Customer Care function.
• Lead change management in planning and facilitating organization-wide improvement to the partner experience.
• Partner closely with Product and Engineering to continuously improve the platform experience by translating partner feedback, recurring escalations, and root-cause analysis into product improvements that prevent the next 100 tickets, not just resolve the last 10.
• Own relationship and retention management for our highest-stakes partner situations, including VIP accounts, multi-location operators, and churn-risk moments, turning them into retention wins through thoughtful, fast resolution.
• Solicit regular internal and external partner feedback to lead continuous process improvements to the partner experience.
• Work cross-functionally with Sales, Onboarding, Account Management, and other CX teams to deliver improvements to the partner experience that go beyond the support ticket.

Requirements

• Proven track record of delivering an extremely high level of partner satisfaction across a partner base while also taking pride in driving operational efficiencies.
• Senior leadership experience owning a customer support or customer care function within a SaaS or technology environment, including managing managers.
• Experience designing and scaling support operations within a high-volume SMB environment.
• Demonstrated ability to build and develop high-performing teams and scalable infrastructure in a high-growth environment.
• Fluency with modern CX tooling and automation platforms, with experience leveraging AI and workflow automation to improve efficiency and quality.
• Strong cross-functional operator with a track record of translating partner insights into product improvements.
• Bonus: You have run a wellness business, taught fitness, or been a partner-side user of a platform like Arketa. You bring genuine empathy for what our partners do every day.

Benefits

• Ownership and Opportunity for Advancement
• Competitive Salary and Stock Options
• Unlimited PTO: our policy is designed to give you the flexibility to rest, recharge, and take care of personal needs — while staying aligned with your team and responsibilities.
• Medical, dental and vision health insurance
• Fitness Class Reimbursement: we’re committed to supporting both employee wellness and our industry relationships. As an Arketa employee we see movement as opportunity.
• Parental Leave Policy