Senior Customer Service Representative – SME

Arketa

. Work the live customer queue up to 50% of the workweek .

Posted 10/6/2026full-timeRemote • United StatesSenior💰 $26 - $34 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in frontline customer support with a focus on improving AI knowledge bases and documentation effectiveness. Proficient in managing complex ticket escalations and driving operational improvements through data analysis and proactive problem-solving.

Highest-signal resume keywords

Frontline Customer Support ExperienceKnowledge Base Article CreationEscalation Point ExperienceOperational Improvement TrackingSaaS Product Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticket TriagePattern RecognitionData AnalysisDocumentation WritingKnowledge Management

Soft Skills

Ownership MindsetSound JudgmentCoaching Ability

Tools & Technologies

SlackIntercomLinearCopilot

Industry Keywords

SaaSCustomer ExperienceFitnessWellnessSmall Business Support

About the role

Key responsibilities & impact

Work the live customer queue up to 50% of the workweek
Prioritize complex, ambiguous, or escalated tickets
Use queue time for pattern recognition and feed edge cases into weekly review
Act as the primary point of contact on Slack and Intercom for 10 to 15 frontliners
Own the response-time SLA for unblocking the team
Triage the shared IC support queue daily for routing and prioritization
Escalate important Linear tickets internally
Log every real-time question by category and frequency
Run weekly reviews of repeat questions and canceled Linear tickets to identify root causes
Publish or update at least one knowledge base article, macro, training note, or internal document per week
Continuously improve Copilot by identifying gaps, validating responses, and partnering on knowledge updates
Review unanswered and low-confidence Copilot searches weekly
Champion Copilot-first behavior across the frontline
Meet or exceed personal KPIs and drive operational improvements
Track repeat question rate, Linear ticket cancellation rate, Copilot adoption, unanswered and low-confidence searches, time to unblock teammates, and knowledge freshness

Requirements

What you’ll need

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
Ability to provide weekend coverage
Must be authorized to work in the United States
Bonus: Background in fitness, wellness, or working with small business owners and studio operators

Benefits

Comp & perks

Competitive Salary and Stock Options
Flexible PTO
Medical, dental and vision health insurance
Fitness Class Reimbursement
Parental Leave Policy
Potential for additional compensated hours