Knowledge and Enablement Manager

Arketa is building the operating system for modern fitness and wellness. We give studios and wellness entrepreneurs an all-in-one platform to manage schedules, accept bookings and payments, build on-demand video libraries, host retreats, run automated marketing, and launch branded apps and websites, so they can grow beyond in-person classes. It's a unique moment to join: we're building a category-defining company in a fast-moving space, and we're looking for someone who's excited to define what knowledge and enablement looks like in the wellness category.
A great help center earns its keep. We're hiring our first Knowledge and Enablement Manager to build that at Arketa.
Reporting to the VP of Customer Experience, you'll own the help center, the internal knowledge base agents and AI assistants learn from, the SOPs that keep the team consistent, and the recurring training that keeps our frontline sharp. Especially in year one, you'll be writing articles, building training, and running sessions, not just directing others. Knowledge & Enablement sits within Arketa's Customer Experience organization, alongside Customer Care, onboarding, and retention. You'll partner closely with the Head of Customer Care, Engineering, and Product to make sure partners can find their own answer before they need to contact us, and that our team is ready when they do.
Own the Arketa help center end-to-end: content strategy, article quality, gap identification, and the metrics that determine whether it's actually deflecting tickets.
Shape and own Arketa's knowledge and training strategy: where we invest, what we deprioritize, how the program evolves as we scale. Maintain a prioritized gap queue fed by ticket data, search zero-result queries, and signals from AI answer accuracy, and ship articles that close those gaps. Write and structure content so it serves all three readers at once: a partner skimming for an answer, an agent mid-conversation, and an AI assistant generating a response.
Build and run a frontline training program: produce "meeting-in-a-box" training packages (talking points, scenarios, reference docs, quick assessments) that team leads can run in their weekly team meetings, so training is consistent across the CX org and doesn't depend on any one person remembering to share what they learned.
Surface patterns in customer interactions, escalations, and engineering tickets that get closed without a fix, and turn those into the next training drop.
Build and maintain the internal knowledge base, SOPs, and onboarding content support agents rely on, from day one through their first 90 days, and keep it in sync with the public help center.
Build a content quality system from scratch (style guide, article templates, QA rubric) and direct a part-time content contributor (initially ~10 hrs/week) against it, growing that capacity as the program scales. Every piece of content passes through your quality bar before it publishes.
Instrument the help center with Engineering and own the metrics: self-service rate, contact-after-view by article, search zero-result rate, and training completion / post-training performance lift. 3 to 5 years owning a help center, knowledge base, or customer education program at a SaaS company, with measurable outcomes (deflection rate, self-service rate, time-to-proficiency for new agents)
You've owned strategy at the program level AND you still enjoy the craft of writing a great article, running a training session, or wrestling a confusing feature into a clear explanation yourself.
Demonstrated experience owning both external-facing knowledge (help center) and internal documentation or training content simultaneously
Experience writing and structuring knowledge content for AI-enabled support. You've optimized articles, structure, and metadata to improve AI answer accuracy on any platform (Intercom, Zendesk, HubSpot, Salesforce, in-house, etc.)
Experience evaluating AI answer quality at scale, spotting where it's getting things wrong, and feeding those signals back into the content system
Comfortable using AI as a working partner in your own craft, whether that's drafting, editing, summarizing ticket patterns, or pressure-testing your own writing. Experience designing and delivering recurring training content for frontline teams: not one-off onboarding, but the ongoing skill-building a support org needs
You read ticket data, customer interactions, AI answer-quality signals, and engineering decisions, identify what your team most needs to learn next, and prioritize by impact, not by what's interesting to write
Experience building a content quality system (style guide, QA rubric, contributor workflow) from scratch
Comfortable in a fast-moving Series A environment where you are simultaneously building and operating
Bonus:
You've worked in or with boutique fitness, wellness, or SMB SaaS, or, even better, you've run a wellness business, taught fitness, or been a partner-side user of a platform like Arketa. 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. Parental Leave Policy
Arketa is an equal opportunity employer and is committed to diversity in its workforce. We actively encourage applications from all qualified individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.