Senior Customer Service Specialist

Job Summary

As a Senior Customer Service Specialist (SME) working remotely in a full-time capacity, the candidate will manage frontline customer support, enable team members in real-time, and identify knowledge gaps to enhance service efficiency for wellness entrepreneurs using the Arketa platform.

Key responsibilities

• Provide frontline queue coverage by handling complex customer inquiries and escalating issues as needed
• Act as the primary support for team members, ensuring timely responses to their questions and managing the shared support queue
• Analyze patterns in customer inquiries to develop training materials and update knowledge base resources

Required qualifications

• 3+ years of frontline customer experience or customer support experience, preferably in a SaaS environment
• Experience serving as a subject matter expert or peer coach within a support team
• Proven ability to improve AI knowledge bases and assess documentation effectiveness
• Strong understanding of complex support processes and product knowledge
• Excellent writing skills for creating knowledge base articles and training materials