Community Support Manager

What You'll Do:

• 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

What We're Looking For:

• 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

Nice to Have:

• 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