Senior Customer Service Specialist

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