Senior Customer Service Representative - SME

Arketa provides an operating platform for fitness and wellness businesses. The Senior Customer Service Representative - SME supports frontline customer service representatives, handles complex customer cases, and reduces repeat questions by identifying knowledge gaps and improving documentation and AI-assisted support.

Responsibilities:

• 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
• 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
• Log every real-time question by category and frequency rather than simply answering it
• Run a weekly review of repeat questions and canceled Linear tickets to identify root cause (genuine bug, knowledge gap, or misfiled) and educate the team around those gaps
• Publish or update at least one knowledge base article, macro, training note, or internal document per week based on that review
• Own the rate of repeat questions and canceled tickets going down over time, not just the speed of your answers
• Continuously improve Copilot by identifying gaps, validating responses, and partnering on knowledge updates
• Review unanswered and low confidence Copilot searches weekly and convert recurring gaps into documentation or training
• Champion Copilot-first behavior across the frontline

Requirements:

• 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, or a demonstrated track record of getting to that depth quickly
• Comfort writing and documenting, including knowledge base articles and training material
• Ownership mindset, meaning you proactively close gaps rather than waiting to be asked
• Sound judgment on complex, ambiguous, or escalated tickets
• Background in fitness, wellness, or working with small business owners and studio operators