Community Support Manager

Raya is a private community platform focused on connecting people for dating, networking, and friendship. The company emphasizes providing thoughtful, high-touch customer support to create a welcoming and empathetic member experience.

Location: Remote (US)

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

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

Additional Information

• This role requires weekend work and availability for either a Sunday to Thursday or Thursday to Monday schedule. Early morning or evening shifts will be required, depending on your time zone, and some public holidays are included. Shift schedules are reviewed regularly and may evolve based on business needs.