Director of Customer Care

Arketa

Director of Customer Care shaping support function at Arketa, a company building a wellness platform. Leading operations, team development, and strategic initiatives for partner satisfaction.

Posted 5/20/2026full-timeRemote • 🇺🇸 United StatesLead💰 $169,000 - $175,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportcustomer careoperational efficienciessupport operationshigh-volume SMB environmentteam developmentworkflow automationAI-enabled workflowsroot-cause analysisprocess improvements

Soft Skills

leadershipstrategic thinkingcross-functional collaborationpartner empathyteam empowermentchange managementengagementcommunicationproblem-solvingrelationship management