Customer Support Representative - Australia

About the role

Arketa builds an operating system for fitness and wellness studios, offering scheduling, bookings, payments, video libraries, retreat hosting and marketing tools. Its Customer Experience team answers questions from partners and represents them internally to shape the product. As a Customer Support Representative you are the single point of contact for inbound partner inquiries, working across chat, email and Zoom in a fast-paced, high-volume environment.

Key responsibilities

• Own each partner interaction from first message to resolution, guiding partners through Arketa's features and solving problems such as schedule issues, payment questions, migration blockers and integration issues.
• Work scheduled shifts from 7:00 PM to 3:30 AM Eastern Time (about 10:00 AM to 6:30 PM Sydney time, moving by an hour with daylight saving), including weekends, and stay engaged with the queue during your shift.
• Solve problems the first time where possible, confirm fixes and close the loop.
• Collaborate with Product, Engineering, Onboarding and Migrations to unblock partners on issues without a clear playbook.
• Advocate for partners internally, bringing insights and feedback to Product, Engineering and CX leadership.
• Keep learning Arketa's features and use AI-assisted tools to speed up research and drafting.

Required profile

• 1-2 years of experience in customer support, contact centre or customer-facing operations, ideally in a high-volume environment with published SLA and CSAT targets.
• Excellent written communication and the ability to handle chats, calls and emails at once.
• Good judgment, problem-solving and process-improvement mindset.
• Bachelor's degree (four-year post-secondary education).
• Preferred: experience running a wellness business and using software like MBO, Arketa or equivalents.

Required skills

• Preferred: Intercom, Slack, Notion and Google Suite.
• Ability to learn new tools quickly and to use AI-assisted tools.

What we offer

• Contract position at $23.00-$27.00 USD per hour for a 40-hour week, with overtime at 1.5x.
• Competitive salary and stock options.