Raya - Community Support Manager
Requirements
• 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 • Sunday to Thursday • Thursday to Monday • 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
Responsibilities
• 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
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