Community Support Manager
Posted Updated
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