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. We've raised $15M in Series A funding and are growing fast. 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. Partners find their own answers, agents have the right one at hand, and the support team learns faster than the business changes. 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. You'll set the strategy and deliver against it yourself. Especially in year one, you'll be writing articles, building training, and running sessions, not just directing others. This is an IC role today with a path to a larger function as the program scales.

Knowledge & Enablement sits within Arketa's Customer Experience organization, alongside Customer Care, onboarding, and retention. For most of our partners, the support team is the human face of Arketa. 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. Bring this strategy to VP CX quarterly, adapt it as the business changes, and execute against it yourself, not just hand it off.

• 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.

• Consistently prioritize what gets trained based on signal, not vibes. 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. Present findings monthly to VP CX and quarterly to the CEO.

• 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)

• A player-coach disposition. 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. You've built a real workflow around it, not just dabbled.

• Experience designing and delivering recurring training content for frontline teams: not one-off onboarding, but the ongoing skill-building a support org needs

• Strong analytical instincts. 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

• 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. Either way, you bring genuine empathy for what our partners do every day.

• Ownership and Opportunity for Advancement

• 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. As an Arketa employee we see movement as opportunity.

• Parental Leave Policy

For this role, the estimated annual base salary is up to $100,000 - $140,000, depending on experience and qualifications. We believe in compensating fairly and transparently, and we’re happy to provide more detail during the interview process.

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. We believe that a diverse and inclusive workplace fosters innovation and creativity, and we welcome candidates who share our values of respect, collaboration, and excellence.