Community Support Manager

Provide timely, accurate, and precise support to Raya members via email

Handle a wide range of inquiries with empathy and warmth, ensuring every member feels heard

Troubleshoot product and service issues by identifying root causes, offering thoughtful solutions, and following up to ensure resolution and member aftercare

Communicate trends, recurring issues, and member insights to help improve the member experience

Participate in product testing and support quality assurance efforts during new releases

Analyze support data and surface actionable insights to improve team efficiency and the member experience

Actively contribute to policy and process improvements that enhance support workflows

Help foster a positive, collaborative, and high-performing team and company culture

Experience in customer service, in any industry

Exceptional written and verbal communication skills

Strong critical thinking and problem-solving abilities

Excellent active listening skills to understand member needs and provide highly bespoke responses

Superb attention to detail with a consistent focus on quality

Deep empathy, patience, and a calm, thoughtful approach to conflict resolution

A passion for delivering exceptional service and setting a high bar for member experience

Comfortable working in a fast-paced, startup environment

Able to handle sensitive and confidential content with care

Ability to work a Sunday to Thursday or Thursday to Monday schedule, including early mornings or late evenings depending on your time zone

Experience in hospitality, member clubs or other high-touch service environments

Familiarity with the Raya app and community

Experience using Zendesk or a similar support platform